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      Service Level Agreements (SLA)

      Easily manage Service Level Agreements (SLAs) for bookings with Blink, allowing to customise time requirements and notifications for various events, ensuring efficient communication timelines throughout the booking.

      Shippers and Carriers can now assign Service Level Agreements to their bookings.

      SLA events

      With Blink you can now assign Default Service Level Agreements in Hours, and have notifications fire if those times are not met.

      Currently, the available events are:

      • Pending Carrier Approval
        • When a Linked Shipper sends a booking request to a Carrier, the Carrier has the option to accept, negotiate, or reject the booking within a certain timeframe
      • Pending Shipper Approval
        • If the Linked Shipper's booking request is being negotiated, the Shipper has a specific time period to respond to the query
      • Collection
        • This refers to the number of hours the Carrier has to complete the collection of the vehicle from the booking's specified collection date and time
      • Delivery
        • This refers to the number of hours the Carrier has to complete the delivery of the vehicle from the booking's specified collection date and time
      • Tow Docket
        • Does the Linked Shipper require the Carrier to upload a tow docket after the vehicle has been moved? If so, there may be an agreed-upon time for the submission of the tow docket once the booking has been delivered

      Creating your first SLA group

      Head over to your admin page, and select SLAs from the list on the left

      SLA

      1. From here, let's add your first SLA group: Select + Add SLA
      2. This will pop the SLA modal
      3. An SLA Name is required, Description is optional, times and notifications will be filled with default values
      4. You have the ability to select All or Non on your Event line, and change the Hours for the booking action requirements; this will update the Notification tab.
      5. To modify the Notifications assigned to each event, simply click in the Notifications section to pop the time requirements.

      Example

      • Once the booking is assigned, the Carrier will receive a notification requiring acceptance 30 minutes prior to the booking SLA, as well as at the SLA time of 2 business hours after assignment.

      • If applicable, the Shipper will be given a 2-hour window to accept or reject any queries from the Carrier.

      • The Carrier has a time frame of 12 business hours to collect the item. If the item is not collected within this period, a notification will be sent at the 12-hour mark.

      • The Carrier has 12 business hours to deliver the item. If the item is not delivered within this period, a notification will be sent at the 12-hour mark.

      • Once the item is delivered, the Carrier is required to submit the associated Tow-Docket within 2 hours, or a notification will be sent.

      Show or Hide SLA Groups

      After creating multiple Service Level Agreements, you have the ability to Show or Hide these groups from the booking form, this is used if a SLA is no longer needed and you do not want to have the option to select it when creating a new booking.

      1. Head over to the Service Level Agreements section and select the SLA you would like to Hide
      2. You'll see, once an SLA is selected, the Hide SLA's option becomes available
      3. Selecting Hide SLA will pop a confirmation modal
      4. Confirming will hide the selected SLA's from the list
      5. To Show previously hidden SLA's, check mark the Show Hidden SLA's
      6. This will allow you to view all previously hidden SLA groups
      7. To add them back to the booking details list, select the Hidden SLA's you'd like to bring back
      8. The Show SLA's button will now be available to you
      9. Selecting Show SLA will pop a confirmation modal
      10. The selected SLA's will now be available to be used when creating a booking
      11. Alternatively, on the list showing the  SLA groups, selecting the arrow to the right will open the SLA for review
      12. Here you can select Hide the SLA
      13. Or Show (if previously hidden)

      Edit an SLA Group

      1. On your Service Level Agreements page, click the arrow to the right of the SLA you would like to edit
      2. This will open the specified SLA group for you to review
      3. To edit, select the Edit option on the top right
      4. This will pop the Edit SLA modal
      5. Edit changes as required, then Save

      In the provided example, I have included Item Collection and Delivery SLA requirements. In this case, a notification will be sent when this SLA at the 18 business hour mark

      Assign an SLA to a New Booking

      Once you have created some SLA Groups, you can assign them to a booking.

      1. Open the + New Booking, navigate to the Service Level Agreement for this booking, and click to populate and search existing SLA groups
      2. Once selected, you will see the SLA group Name, and Description (if applied)
      3. Notification timers will begin once the new booking is submitted