ServiceTonic | Help Desk Software

Service Level Management (SLA)

For even the most demanding environments in which response to and resolution of incidents or requests is required in a predetermined time-frame

Meeting Customer Expectations

Controlling customer expectations

Service Level Agreements (SLA) define the service agreed between the provider and the customers. Using measurable indicators, we can regulate the service and control the fulfillment of customer expectations.

ServiceTonic allows you to automate the measurement of SLA and the assignation of a specific priority or expected resolution time to a ticket.

Service SLA

Service SLA, for all tickets related to the same service.

Customer SLA

Customer SLA, for all tickets of the same customer, group of customers or business area.

Multilevel SLA

Integrates conditions of different service and customer SLA, avoiding duplication or incompetence.

Flexible configuration with SLA Hibernation

  • Define multiple SLAs, as specific as you need (by service category, contact type, priority, etc.).
  • Define the statuses that do not count in the calculation of an SLA, for example “Awaiting user response”.

Flexible configuration with SLA Hibernation

  • Define multiple SLAs, as specific as you need (by service category, contact type, priority, etc.).
  • Define the statuses that do not count in the calculation of an SLA, for example “Awaiting user response”.

SLA Schedules

Define specific support schedule SLA. For example 24×7 for critical incidents and 8×5 for standard incidents.

SLA Schedules

Define specific support schedule SLA. For example 24×7 for critical incidents and 8×5 for standard incidents.

Alerts and notifications

Receive visual alerts and email notifications to help you meet the SLA.

Dashboards

  • Visualize and extract information to track each and every SLA of all your services you provide.
  • Have data to analyze the possible causes of non-compliances or critical situations in the fulfillment.

Dashboards

  • Visualize and extract information to track each and every SLA of all your services you provide.
  • Have data to analyze the possible causes of non-compliances or critical situations in the fulfillment.

Ola /UC

  • OLA / UC management system that will allow you to avoid risks of non-compliance with the SLAs that you as a service provider have agreed with your clients.
  • Manage one or several OLA’s and UC’s in each SLA allowing you to exploit the level of compliance of each of them independently.
  • Use OLA’s and UC’s to make decisions and make the necessary adjustments in order to maximize the level of compliance with their SLA’s.

Managing Your Business Doesn’t Have to Be Hard