The Contracts & Service Level Agreements (SLA) module allows flexible support and maintenance contracts to be defined, managed and monitored.
The Contracts & Service Level Agreements module enables you to manage your customers your way and enables you to dramatically improve outcomes with all response and resolution times reported against budgeted times.
Service Level Agreements
SLAs include the products they cover, the contract period and the cost per contract period. Manage and monitor SLAs for acknowledgement, response and resolution times based on service or working calendars. Parent/child contracts are supported for more complex organisations with either multiple contracts or multiple sites.
Define what items are covered within an SLA and to what level of service: on site, return to base, phone support, email support, web support, remote support, training, user caused damage or combinations of these.
Manage parent child contracts, call counts, contract periods and renewal dates along with CPI increases on renewal. Define which assets are covered by the contract and monitor full history on all actions, costs and revenues related to it.
Manage customer contract invoicing cycles ensuring invoices are raised in plenty of time at renewal, as well as managing outsourced service invoices to 3rd parties.