Why SLA Management is Needed?
Documenting your service-level agreements (SLAs) provides assurances for your customers and helps you focus on what’s important to those customers. But an SLA isn’t just a guideline, it’s a contract, so you need to actively manage to the terms of your SLAs. ITarian’s SLA Management automatically prioritizes, tracks, and reports on the information you need to deliver on priorities efficiently by showing you which customer devices are supported, whether technicians are tracking their time correctly, when renewals are due, and how much time is left on an agreement.
ITarian SLA Management helps you:
- Automate the management and recurring billing of client contracts, including cloud services, against established service agreements
- Prioritize tickets based on service-delivery agreements, set up unique response plans, determine resolution times, and use custom calendars and matrices to track progress
- Proactively avoid breach of contract with workflows for automated alerts
- Automatically send renewal reminders when contracts are about to expire or when a client’s support balance runs low
Key benefits and capabilities
Agreement customization and flexibility
Response-time goals management
The ability to see all the time entries applied to an agreement enables you to quickly determine profitability.