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Service Level Agreements lay down agreed upon timeframes for issue resolution. MSP Center Plus Edition provides features to integrate SLA requirements from within, and receive instant alerts on SLA Violations.
In MSP Center Plus Edition, SLA is tied closely with the SUPPORT plan. You may classify support plans as Platinum, Gold, Silver and have different SLA terms for each plan. For example:
- Platinum Plan: Resolution within 1 hr (24/7)
- Gold Plan : Resolution within 12 hrs (24/7)
- Silver Plan : Resoulution within 24 hours (24/5)
You can add different support plans as you desire and have different SLA terms for each one of them. Every time a ticket is generated for a platinum customer, the ticket's resolution time is automatically set to one hour from the time of creation. And if the ticket is not closed within the 1hr timeframe you will get an email escalation if you have configured escalation alerts.SLA Violation alerts ensure that appropriate technicians or teams are alerted as and when SLA is exceeded. You may set as many escalation rules as you want.
For setting escalation rules Go to Ticket->Admin->Esclation Rules.
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