Service Level Agreements (SLAs)

TeamSupport understands the importance of managing SLAs for your business customers. Our help desk software includes best-in-class Service Level Agreements management.

Create, Edit, Delete, and Clone SLAs

TeamSupport is all about efficiency. When you manage multiple customers or products it's important to keep track of service level agreements. Our easy to use interface lets you quickly create, edit, delete, and even clone SLAs. 

In-app color codes and email notifications mean you never miss an important issue, or lose track of customer service agreements again.

SLA-main.png

Create, Edit, Delete, and Clone SLAs

TeamSupport is all about efficiency. When you manage multiple customers or products it's important to keep track of service level agreements. Our easy to use interface lets you quickly create, edit, delete, and even clone SLAs. 

In-app color codes and email notifications mean you never miss an important issue, or lose track of customer service agreements again.

SLA-main.png

Pause Function

Every business is different, and at times you may need to have your Service Level Agreements adjust around specific dates like company holidays, or international holidays. We make it easy for you to "pause" your SLAs based on dates that you determine.

You can also pause SLAs based on Ticket Status so when a ticket is in a certain status it doesn't count against your SLA rules.

SLA Pause.jpg

Pause Function

Every business is different, and at times you may need to have your Service Level Agreements adjust around specific dates like company holidays, or international holidays. We make it easy for you to "pause" your SLAs based on dates that you determine.

You can also pause SLAs based on Ticket Status so when a ticket is in a certain status it doesn't count against your SLA rules.

SLA Pause.jpg

Pause SLAs Based on Business Hours

You can also pause Service Level Agreement triggers based on your company business hours, or by setting custom business hours based on your customers' needs. This is helpful when your customers are in a different time zone, or keep different hours than you.

SLA Business Hours.jpg

Pause SLAs Based on Business Hours

You can also pause Service Level Agreement triggers based on your company business hours, or by setting custom business hours based on your customers' needs. This is helpful when your customers are in a different time zone, or keep different hours than you.

SLA Business Hours.jpg

Customer Level Agreements

TeamSupport allows you to define service agreements and track support hours by individual customer. This helps you maintain different service levels and track support hours for different clients.

You can also set different criteria based on the specific products each customer uses, so your support is completely customized.

SLA Customer Product.jpg

Customer Level Agreements

TeamSupport allows you to define service agreements and track support hours by individual customer. This helps you maintain different service levels and track support hours for different clients.

You can also set different criteria based on the specific products each customer uses, so your support is completely customized.

SLA Customer Product.jpg

Product-based SLAs

SLAs in TeamSupport can be associated to specific Products. This means if specific products have different support needs you can create Service Level Agreements that match those.

You can also use Product level SLAs to block portal access if a service is expired, or limit customer downloads on the portal to only products with current service agreements.

SLA Product Level-2.jpg

Product-based SLAs

SLAs in TeamSupport can be associated to specific Products. This means if specific products have different support needs you can create Service Level Agreements that match those.

You can also use Product level SLAs to block portal access if a service is expired, or limit customer downloads on the portal to only products with current service agreements.

SLA Product Level-2.jpg

SLA Conditions in Automation

You can use SLA status as a condition in Ticket Automation. This can be helpful as an extension of the standard notifications that are part of Service Level Agreements. 

SLA Automation.jpg

SLA Conditions in Automation

You can use SLA status as a condition in Ticket Automation. This can be helpful as an extension of the standard notifications that are part of Service Level Agreements. 

SLA Automation.jpg

Report on SLAs

Help Desk Service Level Agreements are available in our Reporting section as "secondary tables" so you can create custom reports that include data from your unique SLAs.

 

SLA Reporting.jpg

Report on SLAs

Help Desk Service Level Agreements are available in our Reporting section as "secondary tables" so you can create custom reports that include data from your unique SLAs.

 

SLA Reporting.jpg

"TeamSupport has fundamentally  changed our client facing operation.  We are able to track and maintain open issues/tasks and provide tremendous client support."

Anthony Leach
Anite

Schedule A Demo

Interested in seeing what TeamSupport can do for you?  Sign up for a live demo and see for yourself why TeamSupport is the industry's top help desk software.

Watch A Demo

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Schedule A Demo

Interested in seeing what TeamSupport can do for you?  Sign up for a live demo and see for yourself why TeamSupport is the industry's top help desk software.

Watch A Demo

stock-illustration-22943999-computer-monitor.jpg