Waiting in line can be a painful process. And even worse is waiting in a queue and not knowing when your system admin issue will be dealt with which can make it even more frustrating.
When you log an issue with a support analyst, wouldn’t it be helpful to have an idea of how long you will have to wait for it to be resolved?
And in terms of supporting business applications, knowing the category your issue falls within is the kind of clarity that organisations deserve when dealing with system admin tasks.
The solution? A Service Level Agreement. Or SLA for short.
So, what is an SLA exactly?
An SLA is an agreement between a client and support provider that clearly defines the time frame for when the client can expect a successful ticket resolution. This ensures suppliers know what is expected in terms of their service obligations to the client while enabling the client to gain the full perspective on the service being offered.
For our clients, SLA’s gives your finance team personnel a much better idea of when issues will be resolved.
If you’re wondering what kinds of issues come under each category, we’ve pulled together some of the most common issues below:
Low – Chart of Accounts assistance, OpenAccounts Reporting issues for existing reports, Creation of new user accounts or Disabling leaver accounts
Medium – OpenAccounts transaction queries, eBIS Form Queries or Data Workflow Changes e.g amending data in Groups/Roles.
High – Some functionality is not working, but a workaround is available. Resetting of forgotten passwords on applicable applications or Period End Processing.
Urgent – System Down for All Users, Cash Flow – AP Payment issues or Cash Flow – AR Payment issues.
SLA Example
Why are SLA’s beneficial?
Modern businesses may not need full-time expertise. However, having system administrators such as our specialists within our super user helpdesk service, Escone Assist, gives businesses access to an enhanced level of support at a fraction of the cost.
SLA’s also offer the following benefits:
- Finance teams are kept informed of how long their issues will take to resolve. This allows them to focus on other priority tasks.
- Transparency in resolution times for a host of key issues.
- Priority of first response issues from normal resolution times which will be more urgent.
- The use of analytics to track which issues you are experiencing most allows for preemptive measures and the potential for training to avoid this.
How do we at Escone Solutions use SLA’s?
We use SLA’s for the various levels of ticket resolution times to offer our clients the best experience by keeping them informed every step of the way.
By working in partnership with our customers, we offer full transparency on how each issue will be handled and both parties know where they stand and how long the issue is likely to take to resolve.
The success of a system such as Escone Assist relies heavily on SLA’s whether we are working on first responses or ticket resolutions.
We prefer to work directly with our clients to ensure the best individual service, as opposed to having a one size fits all model. By working closely with our customers, we can pinpoint which resolution times are most effective from both the customer side and the support side.
If you don’t have the backup of an SLA, it can lead to uncertainty as to when issues will be resolved and can impact our clients’ being able to carry out their jobs effectively.
If Escone Assist sounds like it could be of benefit click here > https://bit.ly/3iULAAk
