SLAs management

A Service Level Agreement (SLA), implies that support service is forced to undertake concrete conditions and a minimum quality level and provisions when working, thus, guaranteeing the possibility of measuring that compromise as well as its fulfillment level.

Each day a larger number of companies define different SLA for each of their services, classifying them depending on their urgency.

ProactivaNET® Service Desk allows creating and setting different SLA with different times of resolution and specific conditions. Depending on category, time and assistance priority the system will be able to automatically determine which SLA has to be apply and, thus, to estimate the resolution deadline. The different working calendars from the company (which can be determined by the administrator), will be taken into account in order to fix those dates.

The application will automatically control if incidences are solved on time, if they are about to expire, etc. This way, it facilitates to focus on the unresolved requests in order to maximize the fulfillment of the service level agreed.

All this information is, of course, linked to the reports, metrics and KPI system. This will allow the appropiate follow-up actions regarding the service performance.