Service Level Agreements

Commitments and times agreed between the provider organization and the end user for the provision of a service. Service level agreements (SLAs) defined in AFLS may be established for companies and users.

Additional fields

Storage spaces intended to collect particular information on work orders, services, customers and companies and that are specific to each organization.

Charge

Category that determines the salary scale and level that a field specialist has, based on his or her experience and acquired skills.

Customer

Person or company that acquires the services configured by a company, for the management of work orders with AFLS.

Company

Logical grouping of users who are beneficiaries of the services offered by an organization.

Cost per trip

Approximate calculation of the value involved in the travel of a specialist in the field to attend to a work order, taking into account the means of transport used and the distance in kilometers.

Dashboard

AFLS functionality that allows you to visualize the behavior of the operation in the management of work orders in the field. It allows you to know the availability of specialists, the demand for work and the status of service orders in real time.

Availability

Time ranges available in the field specialist’s schedule for scheduled attention of a work order.

Workflow

Steps to be taken for the execution of work orders.

Skills

Functional, technical and operational skills and competencies of the user with the profile of a specialist in the field, for the attention of a work order.

Inventory

Products that are needed for the provision of the service.

Model

Grouping of characteristics common to various services. Generally within organizations, services are provided under a similar parameterization in terms of workflow and additional fields for orders.

Work Order

Request where the necessary information is recorded and stored for the attention of a service that requires assistance in the field or in person.

Organization

It is the entity in charge of providing the services associated with a work order, to companies and users that require this management.

AFLS supports the operation of multiple pools on a single instance. Each instance is called an “organization” and has the autonomy to manage its own work orders and configure the components needed to service the service.

Profile

Role configured for each user in work order management. The profiles configured in AFLS are administrator, dispatcher, monitor, and field specialist.

Service

A set of activities to be developed for the benefit of a client and which constitutes a frame of reference and central axis of the business model.

Times

Time limits established for the attention, solution and execution of a service. They are a fundamental component in the service agreements defined by the organization.

Geographical location

Approximate location of the position and movements of the field specialist, during his tasks of attending to a work order.

Unit of Measure

Variable to determine the quantity of a spare. Depending on the type of spare part, the relevant unit of measurement is specified.

User

A person who occupies a role in the configuration, management and solution of the processes associated with the life cycle of a work order.