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Post By AdminLast Updated At 2023-01-29
What is SLA in PEGA?

Pega uses SLA to guarantee that jobs are completed on time. It is a way to communicate client demands and set up contracts. It explains the time frames used to standardize how you handle application duties like a goal and deadlines. A service-level agreement can cover Cases, Stages, Phases, Flow, and Assignments. We will learn more about SLA in Pega in this blog, covering SLA levels,  types of SLAs in PEGA, etc. Let's get going!

What is Pega?

PEGA is a Java-based business operations management system. Java and OOPs are its foundations. Its popularity has increased as a result of its adaptability, flexibility, and extension. Because Pega is a no-code solution, non-technical people may quickly learn to create complex apps. It has a development studio where business owners, sales executives, and marketing teams may work closely with developers to create new applications, automate and improve business processes, and gain knowledge about the organization as it strives to enhance customer experience. The beginning of Pega's story is just a business need and a customer experience, and it develops over time.

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What is SLA and Why is it important?

Service Level Agreement, or SLA, is its shorthand. Service Level Agreements give us the ability to set objectives and deadlines because they are a part of the implementation phase.

SLA's main objective is to help the working group do all duties on time. Every SLA rule's performance of an event action specified for that rule would be tracked by Pega Rules Process Commander. The urgency associated with that assignment varies when the urgency number is increased. This could be a reference to the task that needs attention on the person's to-do list. so that we can organize the worklist according to the importance of each activity. Each task's default level of urgency is 10.

Timelines are provided in a Service Level Agreement (SLA) as a goal and schedule for standardizing how your application addresses problems. It specifies a date for when the project must be finished. Pega develops an SLA when we give it a goal and a deadline. For processes, steps, stages, and entire classes, service levels can be set. Pega's four SLA levels are Start, Goal, Deadline, and Passed Deadline.

  1. Start: The service level time begins at this point. At 0:00, it begins.
  2. Goal: The objective is to outline the timeframe for each assignment. The starting point for this stage is when the assignment or case began.
  1. Deadline:The concept of a "deadline" refers to the amount of time that a case or process can require before becoming overdue. When the task or case begins, it begins.
  2. Passed Deadline:When the deadline for an assignment or case has passed, the term "passed deadline" indicates when further action should be taken. It calculates how much time has passed since an assignment's deadline.

Why do I need an SLA?

SLAs must be a part of any agreement with an IT vendor. An SLA compiles the characteristics and expected dependability of each contracted service into a single document.

They define measurements, duties, and expectations in plain language to avoid any party being able to claim ignorance if there are problems with the service. It guarantees that the requirements are understood by both parties.

Any significant contract lacking an accompanying SLA (approved by legal counsel) is prone to mistakes, whether deliberate or unintentional. The SLA protects both parties to the agreement.

SLAs should ideally match the engagement's technical or business goals. Misalignment can be bad for the cost of the transaction, the caliber of the services provided, and customer happiness.

Who supplies the SLA?

The majority of service providers offer standard service level agreements (SLAs), sometimes multiple ones reflecting varying levels of service at various costs, which can be a useful place to start when negotiating. However, because they are typically biased in favor of the provider, these should be examined and updated by the client and legal counsel.

Expected service standards should be mentioned in the RFP when sending it out; doing so will alter the offerings and prices of the suppliers and may even affect their choice to reply. For instance, if the provider cannot meet your specification-specified design's requirement for 99.999 percent availability for a system, it may suggest a different, more reliable solution.

What is the benefit of SLA?

  • An SLA guarantees the same level of service and adherence to the same set of standards by all of your service providers. Setting clear, measurable expectations is essential since it lowers the likelihood that clients will be dissatisfied and offers recourse if obligations are not met.
  • If you don't follow through on your service commitments, SLAs allow you a chance to get back at the corporation. Your service provider's failure to fulfill its obligations will harm your company's reputation. As a result, the SLA needs to specify what will happen if performance criteria aren't met.
  • SLA offers The SLA must contain a sense of peace and consequences for our clients. They specify the kind of service they expect and hold their service provider accountable. Receiving cash compensation from their supplier could help them mitigate some of the negative effects of the requirements agreed upon are not met.
                      Want to get more benefits with the SLA example in PEGA? Enroll today for PEGA Online Course

What are the Types of SLAs?

In Pega, there are four different types of SLAs, which are detailed below:

1. Assignment SLA

A task-related SLA is referred to as an "assignment SLA." This SLA begins with the establishment of the assignment and ends with its completion. The property pxUrgencyAssignSLA on the recently Assigned Page regulates the assignment urgency.

2. Case-level SLA

Case-level SLA in PEGA refers to SLA at the case level. Throughout the pendency of the lawsuit, this SLA is in effect. Opening a case signals the beginning of it while closing it signals the finish. On the work page, this SLA is recognized using the common attribute pySLAName. It is set in the pxUrgencyWorkSLA property of the pyWorkPage. The pyWorkPage class's pxUrgencyWorkSLA property is used to control the case-level SLAs' timeliness.

3. Stage-level SLA

The SLA stage level is referred to as SLA. Once a case reaches a stage, it begins and concludes. Controlling the urgency of Stages is frequently done with the pxUrgencyWorkStageSLA parameter in pyWorkPage.

4. Step level/Flow level SLA

When an SLA is referred to as a step or low level, it is known as a Step level or Flow level SLA. When a task or activity is started, a step-level SLA starts, and it ends when it is completed. A flow level SLA is started when a flow is started, and it is stopped when a flow is stopped. A flow SLA is superseded if a step SLA is present. Every stage below the level in the case type rule may mention the step SLA. A flow SLA is mentioned in the process tab of the flow rule. The flow or step-level urgency is managed by the pxUrgency WorkStep SLA property under pyWorkpage.

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6 Key Components of a Service Level Agreement (SLA)

This great example lists six essential elements that must be included to create a well-organized service-level agreement:

Agreement Overview

The overview of the agreement provides information about the parties involved, the date it became effective or expired, and an overall description of the various aspects that the specific SLA will cover.

Goals and Objectives

Here, the agreement's goal will be described, along with any potential for reaching a consensus.


The parties to the agreement are described in this section. For Example, an IT client and an IT service provider.

Periodic Review

A periodic review should be mentioned, outlining the effective and expiration dates as well as the guidelines for the review timelines of a certain SLA.

Service Agreement

The service agreement, which includes numerous significant components for which the service provider accepts responsibility, is the following and is possibly the biggest element of a service level agreement. This section covers the following subjects:

  • Service scope, which examines the particular services covered by the contract, such as telephone help.
  • Customer requirements, including information on payments made at predetermined times.
  • The service agreement also contains requirements for the service provider, including details on how quickly they must respond to issues involving their services.
  • service suppositions The protocol for service changes and the channels through which they are shared with the relevant stakeholders are covered in this article.
Service Management

Service management is covered in the last section of a service level agreement. Both service requests and service availability are handled in this section. A succinct SLA will include details on the availability of telephone help, the time it takes to respond to service requests, and the choices for remote assistance.

A successful connection between a service provider and a service consumer depends on making sure that a service level agreement contains many, if not all, of the aforementioned sections and subsections


By reaching the end of this blog, I hope you people have gained enough information on SLA and its types. In the upcoming post of this blog, I'll be sharing the details on SLA Agent in PEGA. OnlineITGuru real-time experts will provide more information on this through PEGA Online Training. Contact our support team today and enroll for the next demo session.