Service Level Management
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 InfraDesk provides the ability to define service targets and thresholds to
effectively manage service level objectives and ensure the highest level of
customer satisfaction is achieved. InfraDesk helps track compliance using
automatic escalation and assignment rules based on violation of pre-defined
thresholds. Features:
- Define service level agreements
- Create Operational Level Agreements and Underpinning
contracts
- Service level adherence measurement reporting
- Configure SLA rules y service, ticket attribute, or
support group
- Configure multiple levels of escalation with
notification alerts and automatic re-assignment of tickets
- Custom alerts when there is a potential SLA breach
- Add SLA exceptions (business hours, holidays, reduced
service times, maintenance windows, etc.)
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Testimonials
" Customer service is vital to our business and InteQ's InfraDesk solution gives us the ability to track, communicate and resolve issues quickly. InfraDesk's features enable our clients to quickly and easily notify us of a request, prioritize it and be notified immediately of its status. By leveraging InfraDesk's workflow capability and searchable knowledge base, our team is continuing to reduce the amount of time required to address requests, increasing system availability and ultimately increasing overall customer satisfaction.
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Peter Borans
COO
Sceptre |
