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| Serio Products Service Desk Software Helpdesk Software Change Management Network Auditing Server & Device Monitoring Mobile Support Solutions About Serio Serio Blog » Blog |
Service Level Agreements |
| Any helpdesk/service desk manager knows
how hard it can be sometimes to meet SLA targets. That's why at Serio
we give you a comprehensive suite of tools to manage your teams' performance
before you produce your management reports.
Online monitoring Serio provides you with all the tools you need to monitor performance by teams, individuals or across your whole organisation in real-time. Multiple SLA rules Serio supports an unlimited number of different Service Level Agreements. As administrators, you can define simple or complex rules based on the agreements you have with your customers. Serio automatically selects the best SLA for you. Comprehensive escalations Serio includes a full escalation engine, and can escalate by eMail or Serio-based messages to customer, team members and managers. Outside of escalations, Serio will warn users when important events such as callbacks are drawing near, so you need never break a commitment again. Off-line analysis Identify bottlenecks in your organisation easily. Analyse performance
in a number of different ways, including by team, agent, and cause.
Serio also allows you to examine the time spent in assignment by
team or agent
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