As soon as the call comes in, your SLA timers will start ticking, and your team will have full visibility of what calls have what timings, the deadline for the next SLA timing to be met, level warnings, exemptions, excuses for breach and so on.
If you have teams that work different hours, and maybe one team work 24 hours, 7 days a week, compared to another that work Monday to Friday, 9-5, you can account for all of these, so each team's SLA timings apply to their working regime.
Choose to track Response times and/or Resolution times for calls, and have each priority number within each SLA grouping to have it's own set of time values to work towards, whether in minutes, hours or days.
If you have certain pieces of equipment or Assets that need to have their own set of priorities and timings, these can be specified at the Asset level, and override timings should a call be assigned to that kit. An example of the this feature being useful, would be for Servers if you were an IT MSP, and need to escalate calls related to important servers.
Assign calls to your Supplier List and manage their calls against the SLAs that they agree with you. When calls are assigned to the Supplier, your SLAs stop, and their begin, and you can report on these timings, when negotiating your contracts.
Set level warnings, so when a call's timing reach a parameter, such as 50%, a notification goes to your specified Agents, and the call goes "orange", for example. If the call breaches timings, it could go "red" and so on. There are also dozens of SLA Notification Options with varying thresholds.
If your SLAs are a little less rigid for certain types of priorities, you can set that the timing runs to the end of the next business day. These can be priority number specific within the SLA grouping.
If you need the Response Times to reset every time the ticket is updated by the end user, you can choose to do this for all Response times within an SLA grouping. Each SLA group is independent from each other.
There is extensive reporting opportunities within the product to keep a track on the effectiveness of your team/s in their response and resolution time compliance. The comprehensive Monthly SLA Reporting with Stats Viewer tool allows management to overview how their teams are doing at any time, and identify areas for improvement.
Exclude public holidays from the SLA timings, so that your team aren't penalised for the time they are not physically in the office due to office closure on national holidays, and so on.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.