Unlimited Service Level Agreements (SLAs) can be defined within RMS. These SLA's can be assigned to a customer, an asset, an application or a third party supplier. Each SLA will be defined against a relevant working calendar (for example, Monday to Friday 08:00 to 18:00, Saturday 08:00 to 12:00 and excluding bank holidays). Up to 9 priorities can defined within each SLA with corresponding initial, interim and resolution targets.
Each incident, problem will also have a ‘status' to ensure things are not just ‘in progress'. These statuses are customer defined and represent the lifecycle of the incident, problem and could, for example, include call logged, call acknowledged, analyst investigating, awaiting customer feedback, passed to third party supplier, call resolved, call closed and so on. The SLA clock can be stopped or started automatically on status code and incidents can be automatically progressed or escalated based on time.
A sophisticated procedure for combining SLAs, Priorities and Status Codes is used to manage the customers' requirement.
