Questions about SLA-settings
Hi
We've couple of questions about the roadmap about the SLA-settings.
1. We have a need to able to set several different "Operational hours", this because we have different support agreements with different customers. We can for example have 24/7 support for one company, Mon-Fri 08-17 for another company and Mon-Fri 08-20 for yet another etc.
We also can have different support hours for the same customer depending on which severity a errand has. If it is Severity 1 errand we may have 24/7 but for all other severities we may have Mon-Fri 08-18.
Is this something that will be supported in the future?
2. We also have a need to be able to have more than one SLA for each errand. For several customers we have to:
a. Responded within a certain time
b. Resolved or done a work-around within a certain time.
c. Presented a (final) solution within a certain time.
This we want to be able to follow and also create SLA-reports to
Is this something that will be supported in the future?
We've couple of questions about the roadmap about the SLA-settings.
1. We have a need to able to set several different "Operational hours", this because we have different support agreements with different customers. We can for example have 24/7 support for one company, Mon-Fri 08-17 for another company and Mon-Fri 08-20 for yet another etc.
We also can have different support hours for the same customer depending on which severity a errand has. If it is Severity 1 errand we may have 24/7 but for all other severities we may have Mon-Fri 08-18.
Is this something that will be supported in the future?
2. We also have a need to be able to have more than one SLA for each errand. For several customers we have to:
a. Responded within a certain time
b. Resolved or done a work-around within a certain time.
c. Presented a (final) solution within a certain time.
This we want to be able to follow and also create SLA-reports to
Is this something that will be supported in the future?