Service Agreement Manager
Overview
Service Agreement Manager is a TechExcel Customer Suite extension that provides complete service level agreement management capabilities to your service delivery team. This comprehensive service level agreement solution allows you to easily configure and administer service plans for your customers. Create service plan pricing based on your business requirements: free service provided, fixed-fee per incident, annual contracts, or include a base level of support with additional service charges per hour or per incident.
Define guaranteed response time for each service plan and automatically escalate incidents if this time is exceeded. Service Agreement Manager tracks service plan charges, generates appropriate invoices, and traces all payment and renewal history. Whether you are supporting your external customers or your internal teams, Service Agreement Manager helps organizations meet their service requirements.
Benefits
- Provide a clear understanding of service level agreement expectations for service teams and customers.
- Analyze customer incident and problem records and gauge service level agreement performance with SLA reporting metrics.
- Improve customer service understanding and satisfaction.
- Define multiple service levels agreements and multiple criteria within a service level agreement.
Technical Information
Features and Functionality
- Service Level Agreement Configuration - Determine which agreements are appropriate and gain more control over service by configuring service level agreements and multiple response/resolve times using user-defined fields and categories
- Auto-Apply Service Level Agreements - Set service level agreement start and stop times by combining SLA with workflow
- Time, Cost and Services Tracking - Additional service tracking features such as: cost, time, and services tracking for a comprehensive handle on time, services and cost information for any incident, problem, or change request record.
- Auto-escalation - Auto-Escalate incidents and problems that are nearing the limits of the service level agreement. Re-assign and notify users before and after the service level agreement times.
- Notification - Alert team members and managers when service level agreements are not met with a combination of email, pager or mobile device.
