Description

About Service Level Agreement (SLA)

Variance Infotech developed the SLA add-ons which used to create notification and escalation procedures in terms of which issues are subject to escalation, the escalation criteria to be applied, and the action to execute upon a specific escalation level.

SLAs are applied to case/tickets that match the defined parameters or criteria.
You can also send alerts to selected resources when there is a potential SLA violation.

Service Level Agreement (SLA) is the understanding between service provider and customer to offer service from service provider.

Features

Time base trigger on various case if status of the case has not been changed in due time defined in SLA Process.
Control Service level agreement(SLA) Escalation on certain cases
Setup Target action on Alert or escalation

More advantage of SLA

Decrease the waiting time from customer for any issues by defining appropriate SLAs.
Increased customer satisfaction by Constructing well-defined SLAs.
A good SLA must be based on a constant parameter that does not vary during the issue’s life cycle like the Title, Submitted Date, etc. Parameters like Status,Is it Reproducible,Severity etc are subject to change.
Automatically assign SLAs to tickets based on the various defined parameters.
Manage SLA with multilevel escalations, if ticket is not closed within the defined target time.
Send alert email to selected resources when there is a potential SLA violation.
Assign Ticket to other users if ticket is not resolved by current user