c.Support for IBM Domino - Service Level ManagementIncident Management
Service Level Management
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Customer Self-Support
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Service Level Management Service-level agreements (SLAs) are contracts between service providers and customers that define the services provided, the metrics associated with these services, acceptable and unacceptable service levels, liabilities on the part of the service provider and the customer, and actions to be taken in specific circumstances. Service-level management is the set of people and systems that allows the organization to ensure that SLAs are being met and that the necessary resources are being provided efficiently. Many of today’s most accepted standards like ITIL, Microsoft Operations Framework or BS1500 can be rapidly adopted with c.Support’s Service Level Management. In c.Support service level agreements monitor incidents and send notification mails regarding incident status. > If priority-based escalation is enabled and an incident remains at a certain priority level without closure for a period of time longer than a specified time limit, the incident escalates to the next (higher) priority level. > If reassignment-based escalation is enabled and the original assignee does not close the incident within a defined period of time, it will be automatically reassigned to a support representative in a group or a support representative with skill associated with the incident categories. |
SLAs can also notify managers, customers, and/or support representatives when an incident is created, routed, escalated, or closed. c.Support also allows for "custom SLA settings," which can be used to define various levels of service; for example, a set of tighter thresholds can be set for premier customers and a set of more generous thresholds can be set for other customers.
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Panasonic UK, using c.Support "c.Support has been so successful in increasing the efficiency of our support requests handling that we are using it more and more each week."
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