SLA, or Service Level Agreement, enables you to establish a ticket response and resolution deadline based on the ticket's priority and business hours. This feature helps establish clear customer expectations and ensures that support providers provide the level of service that customers require. Additionally, it provides a framework for measuring and enhancing the quality of support services. In neetoDesk, you can configure the first, next, and resolution time, send notifications, and escalate tickets based on priority.
Yes, you can escalate the ticket and notify the required agents in case of an SLA breach. Depending on the stage of the SLA breach, you can set different notifications to inform the respective agents based on the flow you have.
It is possible to have multiple notifications and multi-level escalation in case of an SLA breach. Multiple notifications can be set up to ensure the right people are promptly informed. For example, on the breach's first response time, a notification can be sent to the team responsible for fixing the issue. Similarly, a notification can be sent to the senior management team on the breach of the resolution time. Multi-level escalation ensures that if the issue is not resolved promptly, it gets escalated to higher levels of management. This ensures that SLA breaches are addressed promptly and efficiently.