Service Level Agreement Priority Levels

GoToAssist Service Desk has 5 standard priority levels – Urgent, V. Important, important, uncomfortable and cosmetic. You can leave them at will or change them at will (z.B. “This week,” “This month,” “This quarter”). Note that this article specifically applies to the definition of priority levels for incidents. For more information, please see Set Priority Levels (problems, changes and publications). If you report a problem and create a ticket, the priority will be assessed. This procedure is documented in ALS. After receiving a request for assistance, ThinkTilt assigns a priority level to the support request, at its sole discretion. Each priority level has response time and response time and a target resolution time for the support request (as defined above). A ticket priority system is an essential part of a well-managed response system.

In this way, resources are distributed logically and resources allocated to real needs are distributed among all our clients. International Best Practices of Global Standards (ITIL) define these definitions and all serious IT partners will adopt them to some extent. Even if you have entirely dedicated resources, you should take a similar approach to assigning internal priorities. A clear understanding of the SLAs associated with your maintenance contract helps them understand priorities, how work is assigned and sets expectations. YES – Most support agreements do not guarantee time to resolve. This is due to the fact that the most serious and disruptive problems (for example. B hardware errors) are the longest to take and often escape the direct control of a service provider. While all customer concerns are important, not all of them are as urgent. By prioritizing general support issues by priority and setting separate ALSs for each type of issue, your team can better prioritize your customers` needs. For example, the failure time may be much shorter than a billing address update requirement. Using multiple SLA guidelines allows your team to become as granular as you like in order to serve each type of customer individually.

Our SLAs depend on the agreed coverage of opening hours and the priority of your application or request. However, if you have described your ASS in your terms of use or in a legal contract, there are serious implications for the offences. The goals of your customer support team should not be to achieve the absolute minimum of service. In this case, you want to set your goals much more ambitious than just avoiding ALS offenses. Our technicians are able to replace our standard priority assessment if there are good reasons to have drawn our attention to this point.