by Variance InfoTech Pvt Ltd

Service Level Agreement (SLA) is the understanding between service provider and customer to offer service from service provider.

“SuiteCRM Service Level Agreement” extensions from VIPL Team support SLA and its defined by users.

You can create notification and escalation procedures in terms of which issues are subject to escalation, the escalation criteria to be applied, and the action to execute upon a specific escalation level.

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Service Level Agreement (SLA) is the understanding between service provider and customer to offer service from service provider.

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SLAs are applied to case/tickets that match the defined parameters or criteria.
You can also send alerts to selected resources when there is a potential SLA violation.


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SLA Features

  • Time base trigger on various case if status of the case has not been changed in due time defined in SLA Process.
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  • Control Service level agreement(SLA) Escalation on certain cases
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  • Setup Target action on Alert or escalation
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More advantage of SLA

  • Decrease the waiting time from customer for any issues by defining appropriate SLAs.
  • Increased customer satisfaction by Constructing well-defined SLAs.
  • A good SLA must be based on a constant parameter that does not vary during the issue's life cycle like the Title, Submitted Date, etc. Parameters like Status,Is it Reproducible,Severity etc are subject to change.
  • Automatically assign SLAs to tickets based on the various defined parameters.
  • Manage SLA with multilevel escalations, if ticket is not closed within the defined target time.
  • Send alert email to selected resources when there is a potential SLA violation.
  • Assign Ticket to other users if ticket is not resolved by current user

For any questions or concern feel free to contact us on info@varianceinfotech.com. We're happy to hear you.
For any types of technical questions or concern contact us on info@varianceinfotech.com.

See more about how it works in our User Guide

Click Here To View Demo

Database Compatibility :
1) MYSQL
2) MSSQL

Our Online Support Hours :
11:30 PM US Eastern Time to 09:00 AM US Eastern Time
04:30 AM GMT Time to 02:00 PM GMT Time

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