Published: March 23, 2017

TeamSupport Launches New Service Level Agreements (SLAs)

New Features Based on User Feedback Make Industry-Leading SLA Function Better Than Ever

TeamSupport, a top B2B help desk and customer support software solutions company, today announced the launch of their new and improved service level agreements (SLAs) feature, further improving thier best in class SLA functionality. The new functionality is based on customer feedback and designed to make the process of managing various SLA contracts easier, including ones with local time zone provisions.

The enhanced SLA function allows users to more effectively track their contractual SLA responsibilities and focus on critical response time commitments. It is fully customizable and flexible to enable users to manage even the most complex SLA agreements, making it easier to handle a wide variety of SLA obligations.

The rollout includes a new “pause” feature that allows users to suspend SLAs when necessary, such as when tickets are in pending status because the agent is waiting for customer response or based on weekends or holidays when SLA terms aren’t in force. Users can also set SLA triggers to accommodate business hours or set custom hours based on client needs. This is helpful when agents are serving customers in different time zones or those who keep different business hours. The upgrade also includes the ability to associate SLA triggers to products at either the product or customer level for even more precise control of detailed service agreements.

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Another important new feature is the ability to clone SLAs, which makes creating new SLAs fast and easy for users: Instead of reentering SLA parameters, users can clone an existing SLA and make modifications as necessary to get it up and running quickly.

The release also debuts a new tab under the customer record that makes it simple to see what SLAs are assigned to the customer and view a history of violations, if any. This feature makes it easier for companies to manage the business relationship, which is critical for companies that provide customer support to other businesses.

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“Our best ideas for new features always come from TeamSupport customers,” said Robert C. Johnson, CEO of TeamSupport. “In business to business support one of the most common things we hear is how difficult it is to manage multiple unique SLAs. There wasn’t a great solution out there, so we designed one. As one TeamSupport user put it, with these improvements we’ve ‘leapfrogged everyone in the industry,’ and the credit goes to our customers.”

Created by B2B support professionals for support organizations, TeamSupport provides tools that help companies collaborate effectively to resolve individual tickets and manage the overall customer relationship. The launch of these powerful new features delivers the flexibility businesses need to step up their customer support offering. To learn more, please visit our SLAs page.


Published : March 23, 2017

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