Use the Service agreements section to determine the customer service requirements, manage your agreements and in-house service agreements. For each agreement, you can define individual terms of service and view the statistics.
The section has several views:
– list of service agreements. Displays service agreements as a list of records. All list columns are described below in the context of the.
– service agreement analytics. It displays charts, indicators and ratings that can be used to analyze the service agreements.
Service agreement types
In the system, you can work with the following service agreement types:
SLA – service level agreement. This type is used to define the service parameters for the end users.
OLA – operational level agreement. This type is used to indicate the internal service agreements of your company. For example, the agreements between the company departments or employee groups.
UC – underpinning contract. This type identifies the agreements between your company and its suppliers.
Service agreement by default
Apart from the agreements with the service consumers, this section must contain an agreement that includes the minimum set of services. This agreement can be used to obtain customer support service when no appropriate service agreement found for a particular case. The default service agreement created must be specified in the corresponding system setting.