Here is an example of how we have our statuses configured: Additionally, you ll need to reference the following pages for our procedures.

Transcription

1 SLA Prcess

2 Here is an example f hw we have ur statuses cnfigured: Additinally, yu ll need t reference the fllwing pages fr ur prcedures. Nte: Pages 6-9 (**Internal Use Only**)

3 Service Level Agreement (SLA) Prcedures Our clients have signed an agreement with us which states the type f service they will expect t receive. In this agreement we utline what the Service Level Agreement (SLA) will be. The belw chart shws the SLA Pririty Levels and the results we expect frm ur technical service teams: RESPONSE AND RESOLUTION TIME The fllwing table shws the targets f respnse and reslutin times fr each pririty level. RESPONSE RESOLUTION ESCALATION TIME TIME REPORTED TROUBLE PRIORITY (IN BUSINESS (IN BUSINESS (IN BUSINESS HRS.) HRS.) HRS.) Entire Site Outage* 1 Within 15 Minutes 2 Hurs 4 Hurs Main line f business applicatin dwn r majrity f users affected by issue* 2 Within 30 Minutes 8 Hurs 16 Hurs Small number f users affected* 3 Within 45 Minutes 16 Hurs 32 Hurs Single user affected* 4 Within 1 hur 32 Hurs 48 Hurs *Business Owner r Primary Cntact having an issue can be cnsidered a higher pririty issue regardless hw many users are affected. Service Crdinatr will make the judgment call n their understanding f the urgency needed based n the issue. In rder t ensure ur cmpliance with ur SLA we must prperly assign items in accrdance with the abve criteria. There is als a status called Scheduled Maintenance which is cnsidered a Pririty 5 and is nly t be used fr Preventative Maintenance type items. Anything that impacts the client is t be assigned ne f the abve Pririty Levels. Next we must understand that each status in CnnectWise affects hw ur SLA is graded. As a result it is crucial that we use the fllwing chart t understand the prper flw f service tickets thru the statuses.

4 Nt Cmplete Cmpleted Waiting n QA New Assigned In Prgress Needs Tech Fllw Up VOID Waiting Statuses Escalated Client Input Needed Waiting n Vendr Waiting n Parts Requires Onsite All Tickets will begin in the New Status and will fllw the flw listed. Tickets can be mved between the In Prgress & Waiting Statuses as needed t cmplete the service request. The Waiting Statuses will temprarily hld the SLA timer and will be mnitred very clsely t ensure cmpliancy. All Waiting Statuses must be updated daily. Ready fr Billing Scheduled Clsed Cancelled Additinal infrmatin describing the usage fr each status is listed belw: New Default fr all New Service Ticket Requests Transfer t Help Desk Service Crdinatr r Technician will assign this status t have a new Service Request transferred t the Help Desk. This is nly fr New Service Requests. Needs Tech Fllw Up r Needs Fllw Up Service Crdinatr will assign this status when a ticket is waiting n the Technician t update Technician is required t mnitr this status and update these tickets within an hur f being assigned this status Assigned Service Crdinatr will assign this status after a resurce has been assigned In Prgress Technician will assign this status nce they begin wrking the ticket This is the nly status that will allw time t be entered

5 Help Desk Fllw Up Service Crdinatr r Technician will assign this status t have a previusly wrked Service Request transferred t the Help Desk Escalated Service Crdinatr r Technician will assign this status when additinal resurces are needed t assist in reslving the request Service Crdinatr is respnsible fr assigning additinal resurces and mving the ticket back t the Assigned status Nt Cmplete Service Crdinatr will change t this status after the client has infrmed them that the service request is nt reslved Requires Onsite Technician will assign this status when an Onsite appintment will need t be scheduled Scheduled Service Crdinatr will assign this status after scheduling the Onsite appintment with the client Client Input Needed r Waiting n Client Service Crdinatr r Technician will assign this status when we are waiting fr additinal cmmunicatin and/r details frm the client Waiting n Vendr Service Crdinatr r Technician will assign this status when we are waiting n the vendr t cntact us back in an attempt t assist with the reslutin f the service request Waiting n Parts Service Crdinatr r Technician will assign this status when we are waiting n necessary parts t be received fr the service request Service Crdinatr is respnsible fr cmmunicating with the Purchasing Agent and/r Warehuse team as necessary t ensure the parts are received in a timely fashin Cmpleted Waiting n QA Technician will assign this status when they feel the service request is cmpleted t the client s satisfactin Service Crdinatr is respnsible fr cntacting the client t help ensure client satisfactin; if the issue is nt reslved the ticket will be changed t a Nt Cmplete status Ready fr Billing Service Crdinatr will assign this status after several attempts t ensure client satisfactin Billing Specialist is respnsible fr mnitring this status and clsing the service request as listed in their prcedures

6 VOID Service Crdinatr r Technician will assign this status when the service request has been cancelled by the client Detailed ntes are t be listed in the Reslutin bx f the service ticket Billing Specialist is respnsible fr mnitring this status and cancelling the service request as listed in their prcedures Cancelled Billing Specialist is respnsible fr assigning this status after they have cnfirmed that the ntes listed in the Reslutin bx f the service ticket justify the ticket being cancelled Clsed Billing Specialist is respnsible fr assigning this status after they have ensure all necessary billing has been cmpleted as stated in their prcedures I have received the Service Level Agreement (SLA) Prcedure dcument and agree t perfrm in accrdance with these prcedures. I understand that failure t fllw these prcedures will result in a disqualificatin frm that quarter s bnus prgram and repeated vilatins will result in disciplinary actins including but nt limited t suspensin and/r terminatin. Emplyee Signature: Date:

7 2014 CharTec LLC. All rights reserved. Reprductin in any manner whatsever withut the written permissin f CharTec LLC. is strictly prhibited. This dcument cntains cnfidential and prprietary intellectual prperty f CharTec LLC. Disclsure f this dcument t any party is strictly frbidden by any nn-disclsure agreement(s) in effect.