Configuring Service Level Agreements

You can have service level agreements (SLAs) defined for speedy service provided by the support desk team. These SLAs help evaluating the efficiency, effectiveness, and responsiveness of the support desk team.

SLAs can be defined for each contact or account. To provide SLA to a specific account, the SLAs are used in combination with contracts.
Say, a service request governed by SLAs is received by SupportCenter Plus, the priority for the request is automatically set based on the SLA rules. And if the request is not resolved within the specified time period of the SLA, you can set the escalation rules and escalate the issue to the higher authority.

To Add Service Level Agreement,

You can define SLAs, which will set the rules for attending the support requests generated from particular requesters/departments.

1. Login to the SupportCenter Plus application using your user name and password.

2. Click the Admin tab in the header pane.

3. Under the Contract Settings block, click the Service Level Agreement icon . This opens the Service Level Agreements page.  

4. Click Add New SLA link available at the top right corner of the SLA list page.

5. In the Add SLA form, enter the SLA Name. This field cannot be empty.

6. If required, you can provide a corresponding Description for the SLA.

7. Select the Support Plan from the combo box.

8. In the SLA rules block set the rules and criteria for the SLA. By default, the radio button Match ALL of the following is selected. If you do not want all of them to be checked but if it is enough if any one of the rules are matched, then select the radio button Match ANY of the following.

9. Now, set the criteria by selecting from the Select Criteria combo box, and then choose the individual values that need to be matched by clicking on the choose button. This will open the values from the database for that particular parent criteria that you choose from the combo box. Choose the values you want and click Select.

Example: If you want to match the Category with Warranty Problem then select Category from the combo box. Now click Choose button, to open the list of category in the pop-up window. Select the category from the list and click OK button. For multiple selection, press Shift or Ctrl key while selecting category. The selected category will appear in the text field just before the choose button.

Note: If the criteria chosen was product, then rules set for it gets disabled. Hence a contract should be created for the product mentioning the support plan.

10. Click Add to Rules to add the defined rule to the Rules Set.

11. Set the Resolution Time. If you would like to resolve the request irrespective of the operational hours select the Should be resolved irrespective of operational hours check box. By selecting this, you will be overriding the operational hours of your organization and the due by time will be calculated from the creation time without taking into consideration the holidays and operational hours.

12. If the request is not resolved within the specified resolution time, then you can set the escalation levels for notification. If you want to set the escalation levels, then select the check box available beside the Enable Level 1 notification. The level 1 notification expands.

13. To Escalate to, click the Choose button to open the list of available support rep names in a pop-up window.

14. Choose the list of support reps to whom the escalation notification needs to be sent, and click OK button.

15. Set the time after which the escalation must be done. Similarly, you can set 4 levels of escalations.

16. Click Save once you are done with all the above.

If you want to add more than one SLA, click Save and add new instead of clicking Save. This adds the SLA and reopens the add SLA form.

At any point, if you do not wish to add the SLA and would like to get back to the SLA list from the add SLA form, click Cancel. Clicking the View List link on the top right corner of the add SLA form will also take you to the SLA list view.

The SLAs escalations are enabled by default. If you want to disable SLA escalations, click the Disable Escalation button in the SLA List view page.

To Edit Service Level Agreement,

1. In the SLA List page, click the edit iconbeside the SLA Name to be edited.

2. Modify the details and Save the changes. Even while editing an SLA, if you wish to add another new SLA, then click Save and add new button instead of clicking Save button after making the changes.

Delete Service Level Agreement

1. In the SLA List page, click the delete iconbeside the SLA Name that you wish to delete. A confirmation dialog is opened.

2. Click OK to proceed with the deletion. If you do not want to delete the SLA, then click Cancel.

Organize Service Level Agreements

You can organize the SLA to appear in a particular order in the list view by following the steps below:

1. Click Organize SLA link available above the list of SLAs in the SLA List view. A pop-up window is opened with the list of available SLAs in the order that is appearing the list view.

2. Select an SLA, and click Move up or Move Down button beside the list.

3. Click Save.

Organizing the SLAs decide the order in which the SLA is applied on the incoming request.