Assured Service Level Management

Comprehensive configuration options are provided for Service Level Agreements (SLA's) for target response and resolution times. Multiple service hours can be configured, with individualised service hours for each SLA. Comprehensive notifications and visible performance indicators help service desk staff and technicians meet the service level expectations of Customers.

Notifications linked to SLA's ensure that Support Technicians and Managers are informed about imminent and SLA breaches, which can automatically escalate via email, text message or SupportDesk Alarms as elapsed time exceeds set levels.

Measured Customer Satisfaction >>>