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HEAT Service & Support
Service Level Management
Manage service levels
with confidence
Effective implementation and management of service level agreements (SLAs)
is a challenging task for most support centres. SLAs are often long,
complex documents that are hard to convert into information that can be
tracked through a service level management application. But without
these agreements, it would be reasonable for every customer to expect
every problem to be resolved right away, which usually means no one is
satisfied.
Support centres are usually measured on how they meet service level
goals. Often these measurements have important repercussions. If the
support is paid for, then missing goals often results in financial
penalties. Even in IT environments where no funds change hands, missing
goals means loss of productivity, dissatisfaction, and a lack of respect
for the service providers. So, accurately measuring performance against
SLA criteria is critical to the success of the support centre.
HEAT® Service & Support™ helps you meet your service level agreements
with confidence! HEAT has built-in best practices that help you set up
processes to manage even the most complex service level agreements, and
allow you to easily monitor and manage service level agreements with
features like:
- Stop the Clock - Protect your SLAs with the ability to stop the clock.
- Customer Groups - Organize your customers based on their service level
agreements
- Customer Business Process Rules - Automatically perform actions based
on customer data
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