SLA Automation

Create better SLAs

• Easily map the service provision process.
• Define SLA exclusions that trigger the need for human intervention.
• Set automatic triggers for SLA suspension mechanisms.
• Locate gaps in SLAs and use them to improve future agreements.
• Set performance monitoring, risk assessment, and critical service analysis for continuous improvement

Set and meet customer expectations

• Alert key stakeholders when an SLA is about to be breached.
• Alert customers if a ticket needs their response.
• Automate SLA creation based on services provided to customers.
• Send out reminders when a ticket is waiting on customer response.
• Use audit trails to locate the reason for breaches when they do happen.
• Set and automatically monitor escalation dates for faster response time.

Easily manage agreements

• Set ticket priority based on a customer’s SLA.
• Create resolution times and response plans for each type of SLA.
• Track stakeholder actions and responses to locate business process optimization opportunities.
• Swap and roll out updated SLAs via simple forms and AARI.
• Quickly assign critical stakeholders throughout the company.
• Create custom schedules for ticket matching for maximum flexibility.

Measure, monitor, and optimize

• Get a complete overview of service delivery activity for single and multi contracts, regions, and entity data.
• Easily set up new tasks and get a job done.
• Get a clear overview of the current status of tasks, see who's working on what, and who's still available.
• Stay on top of new requests with tailored notifications.
• Fixes to common errors are automatic—no need to sift through queues or spend time on tedious work.
• Accurate forecasting of necessary stakeholders based on SLA outline.