c.Support for Windows - 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.

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.