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Performance

The Performance module in ALEF 360° enables organizations to manage service agreements, track contract compliance, and monitor operational performance across facility management operations.

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Overview​

The Performance module provides tools to define, track, and measure service delivery against agreed-upon standards. It consists of two main components:

ComponentDescription
ContractsManage customer and subcontractor agreements, define service coverage, and track financial terms
SLA PoliciesDefine service level agreements with response times, priorities, and compliance metrics

Key Capabilities​

  • Contract Management — Create and manage customer and subcontractor contracts
  • SLA Definition — Define service level agreements with response time targets
  • Service Coverage — Specify services, equipment, and maintenance frequencies
  • Financial Tracking — Monitor contract values, billing schedules, and cost estimations
  • Compliance Monitoring — Track SLA adherence and contract performance
  • Priority Management — Configure priority levels for different service categories

Module Guide​

Contracts​

Contracts define the formal agreements between your organization and customers or subcontractors. Each contract includes:

  • Customer Contracts — Agreements with asset owners for facility management services
  • Subcontractor Contracts — Agreements with vendor partners for outsourced services
  • Service Coverage — Specific services, frequencies, and responsible parties
  • Financial Terms — Contract value, billing schedule, and work order limits

View Contract Documentation →

SLA Policies​

SLA Policies define the expected response and resolution times for work orders. Key features include:

  • Priority Levels — Configure multiple priority tiers (Critical, High, Medium, Low)
  • Response Times — Define targets for helpdesk, technician, and resolution times
  • Repetition Intervals — Set different SLAs for daily, weekly, monthly, or yearly cycles
  • Templates — Use predefined templates for quick SLA setup

View SLA Documentation →

Quick Start Guide​

  1. Create SLA Policies — Define your service level agreements with response time targets
  2. Set Up Contracts — Create customer or subcontractor contracts
  3. Assign SLAs — Link SLA policies to contracts
  4. Define Service Coverage — Specify services and maintenance frequencies
  5. Configure Financials — Set contract values and billing terms
  6. Monitor Performance — Track compliance through contract analytics

Persona Use Cases​

RoleUse Case
CAFM AdministratorConfigure SLA policies and contract templates for the organization
Contract ManagerCreate and manage customer/subcontractor contracts, track renewals
Operations ManagerMonitor SLA compliance and contract performance metrics
Finance TeamReview contract values, billing schedules, and cost estimations

Key Notes​

  • SLA policies should be created before contracts to enable SLA assignment during contract setup
  • Contract status automatically updates based on dates (Active, Grace Period, Expired, Renewed)
  • Work order limits can be set per category (Reactive, Corrective, Scheduled Maintenance)
  • Use the Copy Contract feature to quickly duplicate existing contracts for renewals