Meeting Service Level Expectations

Service performance is key to maintaining good customer relationships. SupportDesk provides multiple configurable Service Level Agreements (SLA's) consisting of pre-defined target response and resolution times. Comprehensive notifications and visible performance indicators aid helpdesk staff meet the service level expectations of their Customers.

The status of support requests against SLA's can be viewed through the main SupportDesk interface and the Management Console. Notifications linked to SLA's ensure that Support staff and managers are informed about SLA breaches and imminent breaches, even where calls have been passed to third-party service providers.

Multiple Service Hours can be configured, with individualised service hours for each SLA. Escalation options are fully configurable with notifications sent via email, text message or SupportDesk Alarms service. To help avoid SLA breaches, incidents can automatically escalate via email, text message or SupportDesk Alarms as elapsed time exceeds set levels.

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