Service level agreements (SLA) and escalations in Team Helpdesk System

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What is a service-level agreement?

A service-level agreement (SLA) is a contract between a service provider such as a company helpdesk and a customer that specifies, usually in measurable terms, what services the provider will furnish. It is now widely accepted that service provision and receipt should be governed by an agreement. This is essential to define the parameters of the service, for the benefit of both the provider and the recipient. More importantly, it should have a guaranteed response or resoluok

tion time for incidents (trouble tickets). For example, a SLA between Webhosting Company and its customers could be –2 hrs response time.

Team Helpdesk System allows your service desk to apply custom Service Level Agreements to each trouble ticket. An issue with a specific SLA can automatically send email notifications to the concerned technician as reminders or to their managers/superiors, for escalation email alerts. As an issue approaches an SLA management breach, the support case items are color coded in red in the Outlook folder view.

How SLA is implemented in Team Helpdesk System?

In Team Helpdesk System, a SLA have two main parts – response time and priority level. The priority options are – Low, Normal and High (as available in Outlook).

The Response Time can take any one of the following values:

1-hrresolve within an hour
2-hrsresolve within 2 hrs
4-hrsresolve within 4 hrs
8-hrsresolve within 8 hrs
10-hrsresolve within 10 hrs
12-hrsresolve within 12 hrs
1-dayresolve within a day
2-daysresolve within 2 days
4-daysresolve within 4 days
5-daysresolve within 5 days

Three steps to setup SLA with Team Helpdesk System

  • Open the SLA administrative panel. Enter a new SLA by giving a unique name. e.g., SLA 1
  • Set priority and response time for that particular SLA. e.g. high priority and 2-hrs response time
  • Apply that SLA plan to a support case.

Within the Outlook case form, managers can enforce or change a SLA on a support case based on escalation requirements. Additionally, SLAs can be assigned automatically to newly created cases.

When a SLA is enforced to a support case, the due date of the case automatically adheres to the specified response time of the SLA. The Importance field of the case item also gets affected as per the specified priority level of the SLA. If the case is not fulfilled within the response time, a SLA breach would occurs, which would in turn send escalation emails or SMS to the supervisors.

Additionally, the support case item appears red in the Outlook view to get notice of any online technicians and supervisors. This prevent any issue or request from ever falling through the cracks and allows your team to effectively stay on top of any support cases approaching the breach of a service-level agreement. The inbuilt statistics tool provides a complete insight of each ticket/client to find out if the SLA was maintained.