Service Level Agreement

Employee Group

Employee groups allow you to group a set of employees together. You can define employee groups, based on common criteria, by grouping employees manually by employee number, a combination of both.

Employee Group

Steps for creating a Employee Group:

  • Name : Name of the Employee Group.
  • Employees : Employees that are grouped in that Employee Group

Service Level

Service level measures the performance of a system. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. Fill rate is different from service level.

Service Level

Steps for creating a Service Level:

  • Employee Group : Employee Group that will handle a particular Service Level.
  • Holiday List : Select the holidays on which Service Level Agreement won't be applied.
  • Priority : Priority of the Service Level Agreement.
  • Response time : Time to respond to and issue of the customer.(eg: (3, days) or (3, hours))
  • Resolution time : Time to resolve an issue of the customer.(eg: (3, days) or (3, hours))
  • Support days : Contains the Days of the week on which Support is provided and has a Start Time and End Time of the Working day

Service Level Agreement

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered.

To create a new Service Level Agreement go to:

Support > Service Level Agreement > New Service Level Agreement

Service Level Agreement

Steps for creating a Quality Goal:

  • Default Service Level Agreement (check) : Determines if it is Default Service Level that would be applied to a customer if he/she doesn't have a paticular Service Level Agreement.
  • Service Level : Define the Service Level for the Service Level Agreement.
  • Customer : Name of the Customer with whom the Agreement is signed with.
  • Start / End Date : Defines the validity of the agreement.
  • Response time : Time to respond to and issue of the customer.(eg: (3, days) or (3, hours))
  • Resolution time : Time to resolve an issue of the customer.(eg: (3, days) or (3, hours))
  • Support days : Contains the Days of the week on which Support is provided and has a Start Time and End Time of the

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