Pricing>Service Levels>Service Levels


TABLE OF CONTENTS


Filtered Service Level Schedules

Filtered Service Level Schedules is a feature introduced in version 1.63. 

When this feature is enabled, Service Levels are made accessible according to the type of user accessing an Order; Back Office, Self-Serve Portal, Order Templates, Integration API, Tenant API.  This allows setting up Service Levels that would only be available when creating Orders from Order Templates or giving access to a different set of Service Levels to a Self-Serve user and a Back Office user. 

In some cases, not all Service Levels should be used across all Vehicle types. There are two ways these options can be filtered on an Order:

  • Select Vehicle Type first then see the list of filtered Service Levels available. 
  • Select Service Level first then see the list of filtered Vehicle Types available.

The filtering option is determined when the Service Level Schedule is created.
Existing Service Level Schedules that were upgraded to this feature in version 1.63, will automatically be set to have the Vehicle Type filter the Service Levels. This is to ensure that functionality would remain the same for users since a Vehicle is usually selected on an Order before the Service Level due to its position in the Order details:

Once a filter is selected and saved with the Service Level Schedule, the filter option will be locked.


Once the Schedule is created and configured, it will be associated directly to the Account. 

Price Lists will no longer use the Service Level Schedule, they will be configured for use with all Service Levels and all Vehicles. 


Service Levels are setup to ensure the pickup/delivery windows are calculated according to the Hours of Operations, Order Cutoff time and if they can be used during Off Hours, Day Off/Weekend and on Holidays. Extra Fees can be automatically added to the Order when the window calculation falls in the off hours or holiday.

Windows modified manually by internal users or by Self-Serve users will not automatically have the Extra Fee added. Extra Fees in those cases will be added manually.


For more information on using this feature as users and admins in the Create, edit and view Orders, please see Using Filtered Service Levels article.



Create a Service Level Schedule

1) Open Pricing, then click on Service Levels. You will automatically see the Service Level Schedules List:

2) Click on New Schedule:

3) Enter the Schedule name and select the required sequence:

Vehicle selection will filter the available Service Levels

Service Level selection will filter the available Vehicles.

Once this option is saved in the Schedule, it cannot be modified.

4) Click on Save. The Service Level Schedule Configuration will open:

If Vehicle first, then Service Level is selected:

If Service Level first, then Vehicle is selected:

5) Depending on the selection sequence, follow the instructions below to add Vehicles and Service Levels.


Edit a Service Level Schedule

 1) Open Pricing, then click on Service Levels. You will automatically see the Service Level Schedules List:

2) Click on a Service Level Schedule to open its details.

Depending on how the selection sequence is setup, follow the Setup Vehicle First then Service Level or Setup Service Level First then Vehicle to add Service Levels and/or Vehicles. 

You can archive/unarchive Vehicles and Service Level Schedule.


Archive a Vehicle in a Service Level Schedule

You can archive a Vehicle from a Service Level Schedule if the Vehicle should no longer be available for any users.


Using Setup Vehicle First then Service Level

1) In the Service Level Schedule, click on the Vehicle:

2) Click on Archive button then click OK to confirm.

3) The archived vehicle, with all its Service Levels, is now hidden in the list. This Vehicle will not be visible by any user, including admin users, when creating, editing Orders.


Using Setup Service Level First then Vehicle

1) In the Service Level Schedule, click on the Vehicle:

2) Click on Archive button then click OK to confirm.

3) The archived vehicle, in all the Service Levels, is now hidden in the list. This Vehicle will not be visible by any user, including admin users, when creating, editing Orders.


Archive a Service Level in a Service Level Schedule

You can archive a Service Level from a Service Level Schedule if the Service Level is no longer available for any users.


Using Setup Vehicle First then Service Level

1) In the Service Level Schedule, click on the Service Level:

2) Click on Archive button then click OK to confirm.

3) The archived Service Level, in all Vehicles, is now hidden in the list. This Service Level will not be visible by any user, including admin users, when creating, editing Orders.



Using Service Level First then Vehicle

1) In the Service Level Schedule, click on the Service Level:

2) Click on Archive button then click OK to confirm.

3) The archived Service Level, with all its Vehicles, is now hidden in the list. This Service Level will not be visible by any user, including admin users, when creating, editing Orders.


UnArchive a Vehicle in a Service Level Schedule

You can unarchive a Vehicle from a Service Level Schedule.

Using Vehicle First then Service Level

1) In the Service Level Schedule, check the Show Archived to see the archived Vehicles. 

2) Click on the archived Vehicle then click Unarchive button then click OK to confirm.

3) The Vehicle, with all its Service Levels, will now show in the list.


Selection sequence setup as Setup Service Level First then Vehicle

1) In the Service Level Schedule, check the Show Archived to view archived Vehicles:

2) Click on the archived Vehicle then click on Unarchive button then click OK to confirm.

3) The unarchived vehicle, in all the Service Levels, will be displayed in the list.


Unarchive a Service Level in a Service Level Schedule

You can unarchive a Service Level from a Service Level Schedule.

Selection sequence setup as Setup Vehicle First then Service Level

1) In the Service Level Schedule, check the Show Archived:

2) Click the archived Service Level then click the Unarchive button then click OK to confirm.

3) The Service Level, in all Vehicles, will now be visible.



Using Service Level First then Vehicle

1) In the Service Level Schedule, click on the Service Level:

2) Click on the archived Service Level then click the Unarchive button then click OK to confirm.

3) The archived Service Level, with all its Vehicles, is now hidden in the list. This Service Level will not be visible by any user, including admin users, when creating, editing Orders.



Setup Vehicle First, then Service Level 

This selection will filter the Service Levels available when the Vehicle is selected. You will be able to specify a ranked value for the Vehicle and Service Level.

1) Click on Add Vehicle Type and select a Vehicle type then click on Save:

2) Beside the Vehicle, you have the Rank text box. Enter the rank for the vehicle. The lowest ranked vehicle will be selected by default during Order Creation:

3) Click on Add Service Level. Follow the steps to configure the Service Level in Configure a Service Level in the Schedule.

The Service Level will be added under every Vehicle.

4) Enter the rank for the Service Level. The lowest ranked Service Level will be the one that is selected by default during Order Creation.

Repeat step 3 and 4 to add Service Levels for the Vehicle. 

Repeat step 1 and 2 to add Vehicles. 


Setup Service Level First, then Vehicle 

This selection will filter the available Vehicle when the Service Level is selected. You will be able to set a ranked value for each Service Level and Vehicle Type.

1) Click on Add Service Level. Follow the steps to configure the Service Level in the Configure a Service Level in the Schedule.

2) Enter the rank for the Service Level. The lowest ranked Service Level will be the one that is selected by default during Order Creation.

3) Click on Add Vehicle Type and select a Vehicle type then click on Save:

The vehicle will be added in each Service Level.

2) Beside the Vehicle, you have the Rank text box. Enter the rank for the vehicle. The lowest ranked vehicle will be the one that is selected by default during Order Creation:

Repeat step 3 and 4 to add Vehicles for each Service Level. 

Repeat step 1 and 2 to add Service Levels.



Configure a Service Level in the Schedule


1) In Add Service Level, select the Service Level in the ID drop-down field:


2) Check if the Service Level is a Reattempt Service Level.

A Reattempt Service Level will not be available to be selected in the Orders, it is only available when a Dispatcher releases a held Order and wishes to select a Service Level to calculate a reattempt charge automatically.


3) Check if the Self-Serve users will be able to modify the Delivery window. 

The Pickup from date and time is automatically calculated from the Service Level and the Ready At date for Self-Serve users. When unchecked, the Self-Serve user will be able to modify the Pickup To date and time and the Delivery window will be calculated automatically. When checked, the Self-Serve user will be able to modify the Delivery window.


4) Enter the Hours of Operations as HH:HH AM or HH:HH PM.

If the Tenant is set to French, the Hours of Operations are entered in 24 hour format.

The Hours of Operations are the Start and End time when Drivers can do their pickups and deliveries. On the Order, if the Ready At time is entered before the start of the Hours of Operations or after the end of the Hours of Operations, the Pickup from will start at the Start of the Hours of Operations the same day if entered before or the next day if entered after the end. 
The Hours of Operations are ignored when Off Hour Booking is set to Allowed. 


5) Enter the Order Creation Cutoff Time.
If the Tenant is set to French, the Creation Cutoff Time is entered in 24 hour format.

The Order's windows will be set to the next day when the Order is created after the Order Creation Cutoff Time.
The Order Creation Cutoff Time is ignored when Off Hour Booking is set to Allowed.


6) Check the days of the weeks where the Service Level will follow the Hours of Operations and Cutoff time entered.  

By default, all days will be selected. If the Service Level is not used on certain days like weekend, you can uncheck the days. 

This will automatically push the delivery to the day after the unselected days when the order is created. 

You can also create Service Levels that will then be used for weekends only if needed.

If some days have different Hours of Operation and Cutoff times, you can check the Override checkbox and enter those for the day:


7) Enter when the Pickup should be done. This can be entered as in x hours (1:00) or in x minutes (0:15) or by a certain time plus x days if needed. If you check Same As delivery checkbox, the pickup and the delivery will have the same window. 


8) Enter when the Delivery should be done. 


9) You can also add Delivery Adjustment to increase the length of the Delivery window when Delivery window is entered as IN by adjusting the following:
Adjust By: Enter the number of minutes to increase if the distance in the Order is greater than the Over box for every x miles.

For Every: For every x miles over the mileage entered in Over, add the Adjust by minutes. 

Over: Delivery window will start increasing if the Order mileage is more than the value entered in Over.


10) Enter values in Restrict Early Stop to ensure that the Driver does not leave before the end of the Pickup and/or Delivery window.
Enter the number of minutes before the end window when the Driver is allowed to leave or leave blank to allow Driver to leave at any time. 


11) Setup Booking Constraints to ensure when Orders are created on Off Hours and Holidays. 

By default, this is set to Not Allowed.


When Off Hour Booking is set to Not Allowed, Orders created past the Order Creation Cutoff Time will have a start date to the next available day with Pickup start set to the Start of the Hours of Operations. The end of the Delivery window cannot be past the end of the Hours of Operations. If this is the case, the Delivery end will be moved to the next available day.


When Off Hours Booking is set to Allowed the window calculation on Orders will disregards the Hours of Operations and the Order Cutoff Time and will be scheduled during the Off Hours. If the system defined Off Hour Extra Fee is setup on the Extra Fee Schedule, it will be added automatically to the Order.


Modifying the Ready At to ensure the window falls in the Operating Hours will automatically remove the system defined Off Hour Extra Fee. 

If the windows are manually modified, the Off Hour Extra Fee will need to be manually added or removed. 


12) To setup that Orders can be scheduled on Holidays, select Allowed in the Holiday Booking. 

By default, this is setup as Allowed.
If setup as Allowed, Holidays setup in the Account calendar will be ignored if the Order is created on a holiday. If the system defined Holiday Extra Fee is setup in the Extra Fee Schedule, it will be added automatically. 

If the windows are manually modified, the HolidayExtra Fee will need to be manually added or removed. 

If setup as Not Allowed, the window calculation on Orders will automatically skip the holidays and schedule the Order for the next day.


13) Click on Save and you will be returned to the Service Level Schedule.