Service Level Agreements

Use SLAs to set priority for support requests

Customer Service Software to Prioritise Support

  • The Service & Support Software lets you set and assign SLAs (service level agreements) for your customers and cases so you can manage your response priorities. Furthermore, each SLA can be set to have multiple priorities with different target response times. As a result you can set your priority levels to identify urgent support cases alongside priority customers.

    Your SLAs are fully customisable allowing you to set case type, case levels and rankings that correspond with your business terminology and requirements.

  • Set Service Level Agreements and case levels in your Service Desk Software

  • Create custom SLAs
  • Set case levels and rankings
  • Simple “traffic light” priority indicators
  • Set up multiple case levels
  • Add target response times

Custom Service Level Agreements

For effective case management your Service Level Agreements can be customised to meet your business needs, using the terms you use. For example, you might set a “Standard” SLA, but have two higher priority SLAs called “Silver” and “Gold”. You can then set case levels within each SLA and fix values that will increase the priority of the case the longer it has been waiting.

Using a “traffic light” metaphor to class cases as Red, Amber or Green, your cases are automatically prioritised according to their SLA and the urgency of the issue. Therefore, the priority of a case moves from Green to Amber and then Red, as time elapses from when it was opened, or created.

Case Rankings

Because you can set case rankings within each SLA case level, you can determine how a case is sorted against other cases. This means you can set rankings that will over-ride higher level SLAs if a case is critical. For example, a customer with a “Standard” SLA but a critical issue could be ranked higher than a customer with a “Gold” non-critical issue.