Service Level Agreement - SLA

Solve Tickets. On Time. Every Time.

Create SLAs to provide quality services on time to your end users. With ServiceDesk Plus' intuitive SLA management, proactively escalate to four levels of hierarchy to ensure SLAs are met.

 - Ensure Timely Resolutions, Stop SLA Violations

  • Create site-specific SLAs to ensure better service across all your operational sites.

  • Configure separate SLAs for incidents and service requests.

  • Configure response time SLAs and appropriate escalations to ensure faster response to end users.

  • Ensure automatic assignment of SLAs to incidents based on inbound ticket parameters like priority, impact, urgency, department, requester, service category, VIP user, etc.

  • Pause SLA timers when awaiting end-user responses to prevent unnecessary escalations and violations.

  • Choose to set service level targets irrespective of business hours, holidays, or weekends for high priority and high impact incidents.

Ensure better service, avoid violations using SLA - automation.

 Automated escalations maximize SLA compliance

Automated escalations maximize SLA compliance

 - Enable Automated Escalations, Ensure Zero Violations

  • Ensure maximum SLA compliance with the help of multi-level proactive and reactive SLAs.

  • Handle SLA violated tickets and those approaching violations effectively by moving them to different groups, reassigning them to a different technician, or by resetting their priorities and levels.

  • Get a visual cue of SLA violated tickets with the 'red flag' icon on the requests list view.

  • Create custom templates for response SLA escalation and resolution time SLA escalation emails.


Features and Capabilities of Manage Engine Service Desk Plus System

  • No. 22, Zeytoon Building, Javaheryan St., Sattari Expy, Tehran, Iran
  • +9821 - 449 78 699
  • +9821 - 446 28 335
  • +98 - 930 584 2566
  • Info @ TaksaSystem.com

Send Message

  Mail is not sent.   Your email has been sent.