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SLA with automatic alerts


SLA and automatic alerts

All businesses rely heavily on their IT systems and any loss of these systems can be costly and damaging to any business. These businesses are now implementing SLAs to ensure a high standard of IT service whether they have an internal help desk team or it is external.

It is important that your help desk staff is helped in meeting these requirements by using a proactive system of SLA management.

Within The Helpdesk…for ACT! you can set up two different SLA monitoring times, the time to initially respond back to the customer and the time the call needs to be resolved. By setting up your working hours and holidays then the SLA monitoring times are calculated correctly,

For example
You take a call at 3pm and your initial reponse time is set for 1 hour and target completion is set for 4 hours. Based on your working hours set as 9am-5pm then the initial response time is calculated as 4pm and the target time as 11am the next working day.

To support your help desk staff, you can set up automatic escalations based on warning that an SLA time is close to being breached, through to constantly being informed after it has been breached, until it is closed. The different types of escalations can go to different people.

For example
Target date for call based on the SLA is 3pm. The SLA is configured to send
- Alert #1 - 30 minutes prior to the time being breached to the allocated help desk technician only
- Alert #2 - 10 minutes after the time being breached to the help desk technician, the help desk manager and the contact who the call is for
- Alert #3 – every 30 minutes until the call is closed to the help desk technician and the help desk manager

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