Customer Agreements
Manage customer agreements by developing unique customer agreements and linking
them to SLA Plans. Each customer agreement has a unique start and end date and each
SLA plan has a set of SLAs mapped under it.
Design Service Level Agreements
Service Level Agreements are agreements which specify the time for any issue resolution.
The time depends upon various factors like
- Severity of issue
- Type of customer
- Day and time of issue reporting
SLAs can be defined with a clear escalation matrix which will can both redirect
the issue to the right level and also bring the attention of top management.
Depending upon the type of support plan signed by the customer the SLAs can be of
various types and the resolution hours can vary from minutes to hours and even days.