Service Level Management
Established service level processes will help guarantee efficient & cost effective service delivery.
All the issue, problem, and change tracking in the world won’t provide great customer service if there is no accountability. By having an agreed upon level of service, expectations are set, metrics are measurable, and alerts can be enabled to help meet service goals. Anyone can have good customer service; the defining difference is to provide excellent customer service. Clear, consistent, automated, and timely communication with everyone involved will assist you in achieving that difference.
Notifications can be configured to be sent for all incident and change activities. Warning notifications can be configured to be sent before an incident escalates or exceeds a closure SLA limit. Notifications include incident details and a link to the incident, and you can customize notification text. Custom service level agreement settings can be configured and associated with customers, categories, companies, or templates. iSupport also includes numerous escalation reports and views.
Features
In iSupport, you can set up service level agreements (SLAs) based on:
- Increasing priority levels.
- If an incident remains at a certain priority level without closure for a period of time longer than a specified time limit, it escalates to the next (higher) priority level.
- Reassignment using either skill based routing or group based routing.
- If the original assignee does not close the incident within a defined period of time, it will be automatically reassigned, based upon current workload, to a support representative with skill associated with the incident categories or a support representative in a group.
