e11 Help Desk Software Manual for customer support & service software
|
This feature allows you to add client SLA within a Client SLA Type. It also helps you to manage those client SLAs.
To add a Client SLA:
1. Open the Client SLA Type page.
2. In the Client SLA Type page, click the SLA Type, under which you want to create client SLA.
3. Client SLA page opens, as shown in the Figure 14-4-1. This page will show you the client SLA Name with a brief description about it.
4. Click 
to open Add SLA page, as shown in the Figure 14-4-2.
Enter a name for the Client SLA.
5. You can also add information in the optional fields.
Optional Fields |
|
Field |
Description |
|
Description |
Brief description about the client SLA. |
|
Web Support |
Select this to provide support through the client interface. |
|
Web turn around time |
Time to provide first response to the ticket submitted through the client interface. |
|
Telephone Support |
Select this to provide telephonic support. |
|
Telephone turn around time |
Time to provide first response to the ticket submitted through telephone support. |
|
E-mail Support |
Select this to provide E-mail based support. |
|
E-mail turn around time |
Time to provide first response to the ticket submitted through E-mail support. |
|
Total Ticket |
Total number of tickets a client can create for a specific asset or a service. |
|
Total Time Spent |
Total number of hours of support, which would be provided. |
Note: You can add more fields in the Add SLA page by adding an attribute. In addition, you can also modify or delete an existing field in the Add SLA page.
6.
Click 
to save the information.
Example: At times you may need to
add a client SLA within a Client SLA Type. To do so, enter the client SLA name,
such as Silver, as shown in the Figure 14-4-2, and all the other informations as
per the added
attributes by you. Click .
To modify a Client SLA:
1. Open the Client SLA page.
2. In the Client SLA page, click on the client SLA Name to be modified.
3. Modify the SLA information and click 
to save the changes.
To delete a Client SLA:
1. Open the Client SLA page.
2. In the Client SLA page, check against the client SLA name to be deleted, as shown in the Figure 14-5-1.
3.
Click 
.
A confirmation box pops-up. Click 
to confirm deletion.