Manage service
levels with confidence
Effective implementation and management of service level
agreements (SLAs) is a challenging task for most support
centers. 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 centers 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 center.
HEATŪ 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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