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SLA Management - Response Time and Resolution Time Promises

THIS IS AN IMPORTANT FEATURE FOR ALL MSP's Even companies that only do break fix... Wouldn't you want to see what your response time is? How about your resolution time of each request?

Both of these time needs are crucial to providing top notch service.

SLA integration would consist of the following.

  1. Define SLA policies (Response/Resolution time based on priority level) with escalation rules/processes if these times are not met.

  2. SLA Targets will have different Priority levels which adjust Respond and resolution requirements.

  3. Create a fair SLA system - Ability to set business hours and holiday tracking to not affect SLA timers. Statuses such as "waiting for parts" "Waiting for client", "Pending" do not affect SLA timers negatively.

Bottom line... SLA management is crucial to MSP's that manage service agreements.

Thanks for listening!

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Chuckles (Instigator, RS User) shared this idea  ·   ·  Report…  ·  Admin →
completed  ·  Rajesh Agarwal responded  · 

Complete, a draft implementation is live.

It will evolve over the coming months, please submit feedback on things you think we should add.

Help page with explanations coming soon, but find it in Admin, Service Level Agreements

They will be selectable on new ticket page, and a new permission for edit sla was added.

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  • Steve David commented  ·   ·  Report

    This would be a game changer for us and we would switch from mhelpdesk

  • Chuckles (Instigator, RS User) commented  ·   ·  Report

    Another additional thought is that priority level obviously changes ticket costs, response times, and resolution times. Currently, based on the SLA contract, our clients get a limited number of priority "tickets" per month.

    Basically, if they have a service contact we state...
    1. You get unlimited low/normal priority tickets.
    2. You get 3 high priority tickets without additional cost.
    3. You get 1 critical priority ticket without additional cost.
    4. You get 1 emergency priority ticket without additional cost.

    If you go above these ticket priority thresholds, additional ticket priorities are available for purchase.

    Just a few thoughts!

  • Chuckles (Instigator, RS User) commented  ·   ·  Report

    More Expansion on this idea...

    1. If a client decides to change the priority, it should adjust the cost to the client. When a priority is changed, it will increase the requirements for response time and resolution time. So...

    Let's assume the customer has purchased 20 hours or $1,000 of discounted service dollars from your company. Let's also assume that 1 hour of time is used for each request below. ***We prefer the dollar method since we can apply dollars to fixed rate repairs as well.

    Example:

    Normal Priority

    Response Time: 24 Hours
    Resolution Time: 3 Days
    Price Increase: None
    Normal Cost: 1 Hour or $50
    Adjusted Cost: 1 Hour or $50

    High Priority
    Response Time: 8 hours
    Resolution Time: 24 Hours
    Price Increase: 1.25x normal cost
    Normal Cost: 1 Hour or $50
    Adjusted Cost: 1.25 Hour or $62.50

    Critical Priority
    Response time: 2 Hours
    Resolution Time: 8 hours
    Cost Increase: 1.5X normal Rates
    Normal Cost: 1 Hour or $50
    Adjusted Cost: 1.5 Hours or $75

    Emergency Priority
    Response time: 15 minutes
    Resolution Time: 1 hour
    Cost Increase: 2X normal Rates
    Normal Cost: 1 Hour or $50
    Adjusted Cost: 2 Hours or $100.00

    The adjusted cost would be calculated automatically based on the priority that the ticket is given. This allows for clients to understand that if they want service "RIGHT NOW!" they can get it right now but it will cost them 2X the normal rates.

    I think the common issue in any service industry is the "I Need help right now!!!" and not charging these demands appropriately. I know that some of our clients, what we call the "VIP" clients, can afford and expect emergency rates for all of their service work. To keep hour tracking/accounting clean and simple, automated calculations based on priority would be a huge help!

    I hope this helps. I know that this is a huge need for MSP's or emerging MSPs. Even without contracts and used as break fix... this could be a way to charge and managed expedited services without all the normal headache.

    Thanks

  • Kevin commented  ·   ·  Report

    I would love to see more tools focused at MSP's. We currently only offer VERY basic MSP services but would love to expand. As of right now if we decide to expand on this we would be forced to leave RS as it doesn't have the tools necessary.

    I understand RS is geared mostly for Break Fix and retail shops but it would be really nice to see it move in the direction of MSP!!

  • Chuckles (Instigator, RS User) commented  ·   ·  Report

    ***THIS IS AN IMPORTANT FEATURE FOR ALL MSP's*** Even companies that only do break fix... Wouldn't you want to see what your response time is? How about your resolution time of each request?

    Both of these time needs are crucial to providing top notch service.

    With stated, I will expand on this...

    1. Define SLA policies with escalation rules/processes
    2. SLA Targets will have different Priority levels which adjust Respond and resolution requirements.
    3. Have business hours and holiday tracking to not affect

    Bottom line... SLA management is crucial to MSP's that manage service agreements.

    Thanks for listening!

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