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What you will achieve
Record a measured service-level check-in, explain the result and create appropriate follow-up for a shortfall.
An SLA is the service-level agreement being measured. A check-in is a record of an observation, not automatic proof that the supplier fulfilled every contractual obligation.
Before you start
Open the correct supplier relationship and identify the SLA, measurement period, target and evidence source. Agree who validates the measurement.
The reviewed check-in form uses percentage values from 0 to 100. Do not enter minutes, counts or currency into a percentage field.
Record the check-in
- Open Performance > SLAs on the supplier relationship.
- Select the relevant SLA and inspect its title and target before using the check-in action.
- In Record SLA Check-in, set Check-in Date deliberately; it defaults to today if left unspecified.
- Choose Compliance Status based on the agreed measurement rule.
- Enter Actual Value (%) and Target Value (%) where the metric fits these fields.
- Use Notes to state the measurement period, evidence source, exclusions and any uncertainty. Explain a status that might otherwise seem inconsistent with the percentages.
- Select Record Check-in and wait for confirmation.
Review the result
Reopen the SLA and compare the new check-in with earlier results. Look for recurring shortfalls and changes in measurement scope, not only a single green/red indicator.
Where performance warrants it, record a supplier SLA incident through the available incident action and connect follow-up tasks. Record the actual impact and agreed supplier response without duplicating an existing incident for the same event.
Escalate possible remedies to the contract owner. Recording a shortfall does not automatically claim service credits or notify the supplier.
Check it worked
Confirm the saved date, actual/target values, status and notes. Check that the evidence period is unambiguous and that any incident or task is linked to the correct supplier/SLA.
If something goes wrong
| Problem | Next action |
|---|---|
| Metric uses different units | Do not coerce it into a percentage; ask the owner how it should be represented |
| Source data is incomplete | Record the limitation and obtain the missing evidence before claiming success |
| The same period was already entered | Inspect the prior check-in and correct through the supported process rather than adding conflicting results |
| A trend suddenly changes | Check the target, period and measurement definition before drawing conclusions |
Human judgement matters
Targets and exclusions must come from the agreed service definition. A dashboard result is only as sound as the measurement entered.
What next?
For the wider context, see Manage suppliers, contracts, spend and SLAs.
Review recurring issues with the supplier owner and feed material performance concerns into renewal and risk decisions.
Get help
Ask your Organisation Administrator about access or the task owner about the content. For a platform error, include this guide reference, the affected page and a sanitised message, not confidential evidence or session details.