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How to Set Location SLA Overrides

Apply different SLA templates to specific locations when they have unique requirements that differ from your organization's default.

Quick Summary

Go to Settings → SLA Configuration → Location Overrides tab, find the location, click Configure, select a template, and save.

Before You Begin​

Requirements
  • Professional plan or higher required for location overrides
  • At least one SLA template must exist
  • You need Admin or Owner permissions
  • SLA tracking must be enabled

Why Use Location Overrides?​

Different locations may need different SLA targets:

ScenarioDefault SLAOverride Needed
Premium clientStandard 4hrPremium 1hr response
Data centerStandardCritical infrastructure 15min
Remote siteStandard 4hrExtended 8hr (travel time)
24/7 facilityBusiness hoursRound-the-clock

Step-by-Step: Set Location Override​

Step 1: Access Location Overrides​

  1. Go to Settings in the sidebar
  2. Click SLA Configuration
  3. Select the Location Overrides tab

Step 2: Find the Location​

Use the search box to find the location you want to configure, or scroll through the list.

The table shows:

ColumnDescription
LocationLocation name with image
SLA TemplateCurrent template (or "No Template Applied")
Response TimesHigh and Medium priority response times
Resolution TimesHigh and Medium priority resolution times
Business HoursLocation's schedule (or "Organization Default")

Step 3: Configure the Location​

  1. Find the location in the table
  2. Click Configure in the Actions column
  3. A modal opens showing the current template

Step 4: Select Override Template​

In the modal:

  1. Use the dropdown to select a template:
    • Use Organization Default — Removes the override
    • [Template Name] — Applies that specific template
  2. Preview the template's response and resolution times
  3. Click Save Changes

Step 5: Verify the Override​

The location now shows the new template in the SLA Template column with a colored tag.

Bulk Apply SLA Templates​

For Professional and Enterprise plans, you can apply a template to multiple locations at once:

Using Bulk Apply​

  1. Go to Location Overrides tab
  2. In the Bulk Apply SLA Template section:
    • Select a template from the dropdown
    • Select multiple locations using the location picker
  3. Click Apply to [X] Location(s)

All selected locations now use the chosen template.

Reset to Organization Default​

To remove an override and use the organization default:

Method 1: Via Configure​

  1. Click Configure on the location
  2. Select Use Organization Default from dropdown
  3. Click Save Changes

Method 2: Via Reset Button​

  1. Find the location in the table
  2. Click Reset in the Actions column
  3. Location now uses organization default

Real-World Examples​

Example 1: Premium Client Building​

Situation: You manage multiple buildings, but Building X houses a premium client paying for faster response times.

Solution:

  1. Ensure a "Premium Support" SLA template exists with faster times
  2. Go to Settings → SLA Configuration → Location Overrides
  3. Find Building X in the table
  4. Click Configure
  5. Select Premium Support template
  6. Click Save Changes

Result: Work orders at Building X have tighter SLAs than other buildings, meeting the premium contract terms.

Example 2: Data Center with Critical SLA​

Situation: Your organization has a data center that requires 15-minute response for any High priority issue.

Solution:

  1. Create a "Critical Infrastructure" template (if not exists):
    • High: 15min response, 2hr resolution
    • Medium: 30min response, 4hr resolution
  2. Go to Location Overrides tab
  3. Find the Data Center location
  4. Click Configure and select Critical Infrastructure
  5. Save

Result: Data center work orders have the strictest SLAs in your organization, matching uptime requirements.

Example 3: Remote Site with Extended Travel​

Situation: A remote facility is 2 hours from the nearest technician. Standard 1-hour response SLA is unrealistic.

Solution:

  1. Create a "Remote Site" template with extended times:
    • High: 4hr response, 12hr resolution
    • Medium: 8hr response, 24hr resolution
  2. Go to Location Overrides tab
  3. Find the Remote Facility
  4. Apply the Remote Site template
  5. Save

Result: SLAs account for travel time, setting realistic expectations for remote location service.

Example 4: Tenant-Specific SLA in Shared Building​

Situation: A multi-tenant building has different service agreements per tenant. Tenant A pays for premium, Tenant B has standard.

Solution:

  1. Set up sub-locations for each tenant:
    • Building 1 → Tenant A Suite
    • Building 1 → Tenant B Suite
  2. Go to Location Overrides tab
  3. Apply Premium Support to Tenant A Suite
  4. Leave Tenant B Suite on Organization Default
  5. Save both

Result: Work orders are tagged to the correct tenant location, automatically applying the right SLA.

Override Hierarchy​

SLA is determined by this priority:

1. Location Override (if set)
       ↓
2. Organization Default Template
       ↓
3. No SLA (if disabled)

Example​

LocationOverrideTemplate Used
Building APremium SupportPremium Support
Building B(none)Organization Default
Building CCritical InfrastructureCritical Infrastructure

Business Hours per Location​

Locations can also have their own business hours:

ConfigurationHow SLA Calculates
Location has business hoursUses location's hours
No location hours setUses organization hours
24/7 operationsShows as "24/7 Operations"

The Business Hours column shows:

  • Organization Default — Uses org-wide hours
  • 24/7 Operations — All days enabled
  • Custom Schedule — Shows days/week and time range

Troubleshooting​

Cannot See Location Overrides Tab​

CauseSolution
Plan doesn't supportUpgrade to Professional plan
Permission deniedContact admin for access
SLA disabledEnable SLA in the header toggle

Override Not Applying to Work Orders​

IssueCauseSolution
Old work orders use defaultOverride is forward-lookingOnly new work orders use the override
Wrong template showingCached dataRefresh the page
Template not in listTemplate inactiveCheck template exists in org settings

Cannot Save Override​

CauseSolution
No template selectedSelect a template or "Use Organization Default"
SLA disabledEnable SLA tracking first
Insufficient permissionsContact organization admin

Best Practices​

Template Naming​

GoodBad
"Premium - 1hr Response""Template 2"
"Remote Site - Extended""Slow SLA"
"Critical Infrastructure""Fast"

Review Schedule​

FrequencyAction
QuarterlyReview all overrides are still appropriate
Contract renewalUpdate SLA templates to match new terms
New locationDetermine if override needed

Common Override Patterns​

PatternUse Case
By service tierPremium vs Standard clients
By criticalityData center vs office
By geographyLocal vs remote sites
By tenantMulti-tenant buildings

Plan Requirements​

FeatureBasicProEnterprise
Location Overrides❌✅✅
Bulk Override❌✅✅

Need help? Contact Infodeck Support

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