SLA Management

Ensure Timely Resolutions, Stop SLA Violations

• Create site-specific SLAs to ensure better service across all your operational sites.
• Configure separate SLAs for incidents and service requests.
• Configure response time SLAs and appropriate escalations to ensure faster response to end users.
• Ensure automatic assignment of SLAs to incidents based on inbound ticket parameters like priority, impact, urgency, department, requester, service category, VIP user, etc.
• Pause SLA timers when awaiting end-user responses to prevent unnecessary escalations and violations.
• Choose to set service level targets irrespective of business hours, holidays, or weekends for high priority and high impact incidents.

Enable Automated Escalations, Ensure Zero Violations

• Ensure maximum SLA compliance with the help of multi-level proactive and reactive SLAs.
• Handle SLA violated tickets and those approaching violations effectively by moving them to different groups, reassigning them to a different technician, or by resetting their priorities and levels.
• Get a visual cue of SLA violated tickets with the 'red flag' icon on the requests list view.
• Create custom templates for response SLA escalation and resolution time SLA escalation emails.