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Service Level Agreements

Tracking Service Level Agreement (SLAs) timings is incredibly important to retaining existing business. Even if you have no SLAs in place with your end users, we recommend setting up an SLA in NetHelpDesk, to keep an eye on tracking of response and resolution.

An SLA in NetHelpDesk is a group of:

Those SLAs will need to be applied to Work Days, so that your SLA timers are only counting time during your working hours, and not tracking time when you are not in the office.


Work Days

Within each SLA, whether editing existing ones or adding new ones, you will need to specify which work days and hours the timings are applied to. There’s no point having the time ticking, when the call arrives 5 minutes before you go home!

To begin defining Working Day Details, go to N > Setup > Main Configuration > Service Level Agreements > Setup Working Hours.

SLAs 1

The examples we provide are guidelines. ID 1 is for a general working week, ID 2 is for a 24/7 team. These can be tailored to suit your organisation, add more if you like, or remove the one you don’t need.

By doing this, you can ensure that your SLA timings only apply to the times someone is in the office, and accurately reflect the SLAS that you have in place with your Customers.

NetHelpDesk is clever enough to handle multiple working days within the same organisation, against different groups of priorities, descriptions and timings.

You can assign workdays to the Technician Logins as well, and each individual Technician can have a unique selection. Edit the Technician’s account to see this option.


SLA Scope

Before defining SLAs, it will be important to decide whether you need:

To choose, go to N > Setup > Main Configuration > Service Level Agreements.

SLAs 2

If you select Option 2), the first SLA in the SLA list will still apply to all Customers/Areas, unless overridden at the Site Level.

To change, in the tree view, go to Client/Area > Site > Right Click > Edit Site & Services > General Tab.


Defining SLAs

Whether using one SLA or multiple SLAs, response and/or resolution times will need to be specified. We offer several examples with the standard setup, which you can tailor as needed for your organisation.

Add as many SLA’s as are needed. If you have Suppliers with SLAs, you can also input these, and when calls are passed to them, their timings can be monitored as well.

Let’s edit ID 0 – Example SLA

SLAs 3

Expanding on point D above, it is important to specify what the priority numbers are, what their description is, and what are the response timings, and/or resolution timings associated with them.

Whether you use “1, 2, 3, 4 and 5”, or “2, 4, 6, 8, and 10”, or “1,2,3,4,5,6,9,13,99”, it honestly doesn’t matter. As long as it means something to your team, then it can be used!

SLAs 4

SLA Escalations

There are three escalation notifications that can be enabled for your Technicians, to notify when timings are reaching certain criteria. The Service Level Agreements above will need to be specified in order to be used.

To define escalations, go to N > Setup > Main Configuration > Service Level Agreements > Notifications.

SLAs 5

You can specify the % marker or number of hours for the 1st and 2nd SLA levels. Please see the Technician Notifications section to switch on being notified when these times are reached.


SLA Colours

In our latest versions of NetHelpDesk, we have changed a fundamental part of the SLA’s use of colour on the main screen, in an effort to make working on calls easier.

After this update, you may notice that where the text was coloured before, the text is black. Where the background was white before, it is now the colours of the text previously. If you have kept the default colours from NetHelpDesk install, this may be hard to read.

To change these colours,:


“Respond” button in Requests

Once a request is logged, from the Time and Date occurred capture, the SLA timer begins working towards the first SLA timer, the “Response” timing. When an end-user submits their enquiry, they are sent an acknowledgement e-mail with the request ID, so that they can track all actions on the request. It sits in the queue, and as far as the end-user is aware, no one person is assigned to their request in order to resolve the issue.


Why not set response time automatically when the request is logged in NetHelpDesk?

When the request appears in the NetHelpDesk queues, it may be “unassigned”, and a Technician may be spending time working on another call.


Why not set response time automatically when I e-mail the end-user?

The Technician may work on the request for several hours without sending a physical “response” to the End-user, either by telephone or e-mail. They could be adding internal memos of notes. The Respond button is the Technician’s way of saying, “I can deal with that. I am now responsible for this request.”

The Respond button will change three areas; the Assigned To, the Status, and the SLA timings (if being used). When they click it will be down to your internal processes, as what constitutes an actual “response”.


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