Service Level Agreement Management Overview
Create service level targets and analyze service achievements and shortcomings with the TechExcel HelpDesk Service Agreement module. Service teams will be able to continually improve service quality and customer satisfaction using the service level monitoring, escalation, and notification features provided.
Benefits

Defined service level agreements provide a clear view for service teams and customers and minimize misunderstandings about expected service

Analyze incident and problem records and service level accomplishments

Identify unacceptable service levels and unreasonable service promises 

Improve customer understanding and satisfaction

Define multiple service levels based on user defined variables
 
Common Service Level Agreement Management Activities

 Team members may monitor service levels times for better prioritization of work activities

Notifications and escalations may be configured to minimize a breach of service level agreement

Communicate service level agreement to customer

Report on service level targets
 
Service Agreement Features in TechExcel HelpDesk Service Agreement Module

Service Level Agreement Configuration Configure service level agreements and multiple response/resolve times. Use user-defined fields and categories to determine which service agreement are appropriate for more control over service. Service level agreements also support work schedules and holiday settings.

Auto-Apply Service Agreement Settings and Security Settings Service level agreements may be combined with workflow to automate service level agreement types and automating stop and start times. Service level operations are privilege controlled to ensure dependable reporting on service level targets.

Time, Cost and Services Tracking TechExcel HelpDesk Service Agreement module provides additional service tracking features such as: cost, time, and services tracking. For any incident, problem, or change request record, users may add additional services performed, time, and cost information that will show on reports.

Auto-Escalation Raise awareness of incidents and problems that are nearing the limits of the service level agreement. Auto-escalation rules may be configured to re-assign and notify users a defined amount of time before the promised resolve time.
Auto-Notification Notify team members and managers when a service level agreement target is nearing or violated. Notification alerts may be email, pager, mobile phone or any combination.
Reporting & Analysis Service level agreement specific reporting with list reports, trend reports, summary reports and distribution reports showing service level targets and elapsed time fields. Each report is easily customizable, and can be saved, on a per-user basis using a simple report configuration page.