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Help desk software SLAmonitor integrates with the following help desk programs: Internal user support for any support service. External Customer Support and Account Management. ITIL Featured IT Service Management Support.	Enhances the Service Level Agreement management features of our core products. SLA's are used to categorise the Priority and Severity of service requests to ensure a prompt and consistent response within end user or customer expectations. Standard SLA Features. All our help desk products provide a mechanism to record and track Service Level Agreements as a method to prioritise work. This is achieved by holding an Escalation, Response and Resolve durations against a service level agreement category. This category is assigned to calls either automatically based on the call type or manually when entering or updating a call. The standard helpdesk products provide; As many SLA categories as you require. Display traffic light flags in open call lists to clearly identify calls where an SLA threshold has been reached Reporting on calls that are inside and outside the SLA category with a percentage hit and drill down enquiry. sitewebdesk also allows you to manage independent SLA profiles for your various customer agreements - e.g gold, silver and bronze support Call durations calculated on a 24 hour clock basis which will suit some support operations but not all. Enhanced SLAmonitor Features SLAmonitor is an executable program that resides on the web server and runs in the background as a service. It integrates with our helpdesk products to monitor calls based on their SLA category. The call status durations are calculated taking into consideration the normal working hours of the support department and any holiday periods. The SLAmonitor clock can be stopped by 'deferring' a call when passed to third party support or when waiting for user/customer responses. E-mail notifications may be sent to predefined Operators, Teams or their Managers when a call exceeds any of the thresholds set. Email notifications are sent when scheduled Follow ups fall due. Enhanced reporting of SLA related call times and percentage hits against both Response and Fix times with full drill down enquiry. Full audit trail of actions taken by SLAmonitor are kept in the Event log of each call that is updated. SLAmonitor is not available for download - email for an upgrade after installing your helpdesk application.	“This was exactly what we were looking for, easy to use, user friendly and with excellent support” Luis Medina, IT Manager Cardtronics LP Click a screen image below for more detail. Standard SLA SLAmonitor
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advanced help desk software innovation home | site map | about us

Help desk software

SLAmonitor integrates with the following help desk programs:

Enhances the Service Level Agreement management features of our core products. SLA's are used to categorise the Priority and Severity of service requests to ensure a prompt and consistent response within end user or customer expectations.

Standard SLA Features.

All our help desk products provide a mechanism to record and track Service Level Agreements as a method to prioritise work.

This is achieved by holding an Escalation, Response and Resolve durations against a service level agreement category. This category is assigned to calls either automatically based on the call type or manually when entering or updating a call. The standard helpdesk products provide;

As many SLA categories as you require.
Display traffic light flags in open call lists to clearly identify calls where an SLA threshold has been reached
Reporting on calls that are inside and outside the SLA category with a percentage hit and drill down enquiry.
sitewebdesk also allows you to manage independent SLA profiles for your various customer agreements - e.g gold, silver and bronze support
Call durations calculated on a 24 hour clock basis which will suit some support operations but not all.

Enhanced SLAmonitor Features

SLAmonitor is an executable program that resides on the web server and runs in the background as a service. It integrates with our helpdesk products to monitor calls based on their SLA category.

The call status durations are calculated taking into consideration the normal working hours of the support department and any holiday periods.
The SLAmonitor clock can be stopped by 'deferring' a call when passed to third party support or when waiting for user/customer responses.
E-mail notifications may be sent to predefined Operators, Teams or their Managers when a call exceeds any of the thresholds set.
Email notifications are sent when scheduled Follow ups fall due.
Enhanced reporting of SLA related call times and percentage hits against both Response and Fix times with full drill down enquiry.
Full audit trail of actions taken by SLAmonitor are kept in the Event log of each call that is updated.

SLAmonitor is not available for download - email for an upgrade after installing your helpdesk application.

“This was exactly what we were looking for, easy to use, user friendly and with excellent support”

Luis Medina, IT Manager
Cardtronics LP

Click a screen image below for more detail.

Standard SLA

SLAmonitor

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