Here is an example of how we have our statuses configured:
Additionally, you’ll need to reference the following pages for our procedures.
Service Level Agreement (SLA) Procedures
Our clients have signed an agreement with us which states the type of service they will expect to receive. In this agreement we outline what the “Service Level Agreement” (SLA) will be. The below chart shows the SLA Priority Levels and the results we expect from our technical service teams:
In order to ensure our compliance with our SLA we must properly assign items in accordance with the above criteria. There is also a status called “Scheduled Maintenance” which is considered a Priority 5 and is only to be used for
Preventative Maintenance type items. Anything that impacts the client is to be assigned one of the above Priority Levels. Next we must understand that each status in ConnectWise affects how our SLA is graded. As a result it is crucial that we use the following chart to understand the proper flow of service tickets thru the statuses.
RESPONSE AND RESOLUTION TIME
The following table shows the targets of response and resolution times for each priority level.
REPORTED TROUBLE
PRIORITY
RESPONSE
TIME
(IN BUSINESS
HRS.)
RESOLUTION
TIME
(IN BUSINESS
HRS.)
ESCALATION
(IN BUSINESS
HRS.)
Entire Site Outage* 1
Within 15
Minutes
2 Hours
4 Hours
Main line of business application
down or majority of users
affected by issue*
2
Within 30
Minutes
8 Hours
16 Hours
Small number of users affected*
3
Within 45
Minutes
16 Hours
32 Hours
Single user affected*
4
Within 1 hour
32 Hours
48 Hours
*Business Owner or Primary Contact having an issue can be considered a higher priority issue regardless how many users are affected. ServiceAll Tickets will begin in the New Status and will follow the flow listed. Tickets can be moved between the In Progress & Waiting Statuses as needed to complete the service request.
The Waiting Statuses will
temporarily hold the SLA timer and will be monitored very closely to ensure compliancy. All Waiting Statuses must be updated daily.
Additional information describing the usage for each status is listed below: “New”
o Default for all New Service Ticket Requests
“Transfer to Help Desk”
o Service Coordinator or Technician will assign this status to have a new Service Request transferred to the Help Desk. This is only for “New” Service Requests.
“Needs Tech Follow Up” or “Needs Follow Up”
o Service Coordinator will assign this status when a ticket is waiting on the Technician to update
o Technician is required to monitor this status and update these tickets within an hour of being assigned this status
“Assigned”
o Service Coordinator will assign this status after a resource has been assigned
“In Progress”
o Technician will assign this status once they begin working the ticket
o This is the only status that will allow time to be entered
New Assigned Needs Tech Follow Up Escalated Not Complete Requires Onsite Scheduled Client Input Needed Waiting on Vendor Waiting on Parts Completed – Waiting on QA VOID Ready for Billing Cancelled Closed Waiting Statuses In Progress
“Help Desk Follow Up”
o Service Coordinator or Technician will assign this status to have a previously worked Service Request transferred to the Help Desk
“Escalated”
o Service Coordinator or Technician will assign this status when additional resources are needed to assist in resolving the request
o Service Coordinator is responsible for assigning additional resources and moving the ticket back to the Assigned status
“Not Complete”
o Service Coordinator will change to this status after the client has informed them that the service request is not resolved
“Requires Onsite”
o Technician will assign this status when an Onsite appointment will need to be scheduled
“Scheduled”
o Service Coordinator will assign this status after scheduling the Onsite appointment with the client
“Client Input Needed” or “Waiting on Client”
o Service Coordinator or Technician will assign this status when we are waiting for additional communication and/or details from the client
“Waiting on Vendor”
o Service Coordinator or Technician will assign this status when we are waiting on the vendor to contact us back in an attempt to assist with the resolution of the service request
“Waiting on Parts”
o Service Coordinator or Technician will assign this status when we are waiting on necessary parts to be received for the service request
o Service Coordinator is responsible for communicating with the Purchasing Agent and/or Warehouse team as necessary to ensure the parts are received in a timely fashion
“Completed – Waiting on QA”
o Technician will assign this status when they feel the service request is completed to the client’s satisfaction
o Service Coordinator is responsible for contacting the client to help ensure client satisfaction; if the issue is not resolved the ticket will be changed to a “Not Complete” status
“Ready for Billing”
o Service Coordinator will assign this status after several attempts to ensure client satisfaction
o Billing Specialist is responsible for monitoring this status and closing the service request as listed in their procedures
“VOID”
o Service Coordinator or Technician will assign this status when the service request has been cancelled by the client
o Detailed notes are to be listed in the Resolution box of the service ticket
o Billing Specialist is responsible for monitoring this status and cancelling the service request as listed in their procedures
“Cancelled”
o Billing Specialist is responsible for assigning this status after they have confirmed that the notes listed in the Resolution box of the service ticket justify the ticket being cancelled
“Closed”
o Billing Specialist is responsible for assigning this status after they have ensure all necessary billing has been completed as stated in their procedures
I have received the Service Level Agreement (SLA) Procedure document and agree to perform in accordance with these procedures. I understand that failure to follow these procedures will result in a disqualification from that quarter’s bonus program and repeated violations will result in disciplinary actions including but not limited to suspension and/or termination.
© 2014 CharTec LLC. All rights reserved.
Reproduction in any manner whatsoever without the written permission of CharTec LLC. is strictly prohibited.
This document contains confidential and proprietary intellectual property of CharTec LLC. Disclosure of this document to any party is strictly forbidden by any non-disclosure agreement(s) in effect.
