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 Overview of SLA Management in VisionProject Export knowledge base Export     SubscribeSubscribe      Show article info

Using SLA's (Service Level Agreement) is a way for you to make sure your team(s) live up to defined service levels, such as to:

 

  • Make sure you always reply back to a customer within 2 days if you receive an email from them
  • Make sure that you reply to a RFQ's from new customers within 6 hours
  • Make sure that an incident is resolved (problem fixed or have a workaround) within 24 hours after we have received it

 

In many cases this is also used for specific service agreements with your customers (External Clients or internal departments/organizations) and it often concerns a specific service, such as:

  • Customer A have GOLD SLA for service 1 and SILVER SLA for service 2.(You could define GOLD and SILVER SLA's with different SLA Targets)
  • Customer B have GOLD SLA for service 1 and service 2

 

The video's below to give an introduction on how SLA Management works in VisionProject.

 


Another short SLA overview video (without sound)


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