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Service Level Management

Service Level Management

SLM negotiates and/or agrees the appropriate IT service targets according to the business needs, and then monitors and produces reports on delivery, against the agreed level of service or Service Level Agreement (SLA).

  • Able to create and bind SLA to service contract.

  • Supports both of business hour and 24 hours SLA.

  • Organization working hour and holiday setup.

  • Case monitoring and alert if SLA is violated and escalates to next level management if defined.

  • 3-Tier Multi-level escalation support.

  • SLA summary report to evaluate service against agreed SLA.