VNCproject SLA Management Manual

A Service Level Agreement, or SLA, is a documented agreement between a service provider and a customer that specifies both services required and the expected level of service. Providing support based on service levels ensures that you deliver informed and predictable service. It also provides better visibility when problems arise.

The Service Level Agreement (SLA) for each service should be documented in a service document (Service Contract).

Service types

Quick Overview of Service Type

A service type is a label associated with a service that you perform for a customer. Service tiers allow you to distinguish between different services.

From the "Service Types" page, you can create new service types and manage them. To access all existing service types, navigate to Helpdesk > SLA > Service Types.

The "Service Types" page contains the following fields and functions:

1. Filters: Sort existing tasks by status, assignee, author, date when the task was created or updated, and other criteria. The status filter is applied by default.
2. Service type table: Service type view with many management options.
3. Right sidebar arrow: The right sidebar can be hidden by clicking the arrow on its upper right.
4. Sidebar navigation: A sidebar allows users to navigate to a specific piece of SLA management content.

The Service Type detail page allows you to review and take action on a service type. Each service type contains the following sections:

1. Toolbar: A strip а control buttons that let you perform various actions on a service type.
2. Title: Shows the name of the service type.
3. Description: Contain a detailed description of the service type.

Create a service type

1. Navigate to Helpdesk > SLA > Service Types.
2. Click the NEW SERVICE TYPE button.

3. Fill in all required fields and any other fields that you want:

   • In the Subject field, type the name of the service type.
   • In the Description field, add information about a service type.

4. Click Create.

Edit a service type

There are 2 ways to edit a service type.

Way 1. From the "Service type" page.

1. Navigate to Helpdesk > SLA > Service Types.
2. Click the pencil icon next to the service type you want to edit.
3. Make your changes.
4. Click Save.

Way 2. From the "Service Type Details" page.

1. Navigate to Helpdesk > SLA > Service Types.
2. Open a service type.
3. Click the EDIT button.
4. The further steps are the same as for the first way of editing a service type.

Delete a service type

1. Navigate to Helpdesk > SLA > Service Types.
2. Click the trash bin icon next to the service type you want to delete.
3. Click YES to confirm that you want to delete a service type.

Services

Quick Overview of Services

Services guarantee that Consumer requirements are met.

From the "Service List" page, you can create new services and manage them. To access all existing service types, navigate to Helpdesk > SLA > Services.

The "Service List" page contains the following fields and functions:

1. Filters: Sort existing services by name, description, or service type.
2. Service table: The list of services.
3. Sidebar navigation: A sidebar allows users to navigate to a specific piece of SLA management content.
4. Right sidebar arrow: The right sidebar can be hidden by clicking the arrow on its upper right.

The Service detail page allows you to review and take action on a service. Each service contains the following sections:

1. Toolbar: A strip а control buttons that let you perform various actions on a service.
2. Title: Shows the name of the service.
3. General information: Shows general details of the service such as Service type, Name, Status, and Description.

Create a service

1. Navigate to Helpdesk > SLA > Services.
2. Click the NEW SERVICE button.

3. Fill in all required fields and any other fields that you want:

   • Select a Service type from the dropdown menu.
   • In the Name field, enter a title of service.
   • Select a Status of the service from the dropdown menu.
   • In the Description field, add a detailed description of a service.

4. Click Save.

Edit a service

There are 2 ways to edit a service.

Way 1. From the "Service list" page.

1. Navigate to Helpdesk > SLA > Services.
2. Click the pencil icon next to the service you want to edit.
3. Make your changes.
4. Click Save.

Way 2. From the "Service Details" page.

1. Navigate to Helpdesk > SLA > Services.
2. Open a service.
3. Click the EDIT button.
4. The further steps are the same as for the first way of editing a service.

Delete a service

1. Navigate to Helpdesk > SLA > Services.
2. Click the trash bin icon next to the service you want to delete.
3. Click YES to confirm that you want to delete a service.

Service Level Agreement

Quick Overview of Service Level Agreement

The SLA includes not only a description of the services to be provided and their expected service levels but also metrics by which the services are measured.

From the "Service Level Agreement List" page, you can create new service level agreements and manage them. To access all existing service types, navigate to Helpdesk > SLA > Service Level Agreements.

The "Service Level Agreement List" page contains the following fields and functions:

1. Filters: Sort existing services by name, description, or service type.
2. Service table: The list of services.
3. Sidebar navigation: A sidebar allows users to navigate to a specific piece of SLA management content.
4. Right sidebar arrow: The right sidebar can be hidden by clicking the arrow on its upper right.

The "Service Level Agreement Details" page allows you to review and take action on a service. Each service contains the following sections:

1. Toolbar: A strip а control buttons that let you perform various actions on a service level agreement.
2. Title: Shows the name of the service level agreement.
3. General information: Shows general details of the service level agreement such as Service type, Service, Service Hour, Name, Status, and Description.
4. Service level targets: Measures your performance as a service provider and are designed to avoid disputes between the two parties based on a misunderstanding.
5. Service Usage Warnings:
6. Contracts: Shows contracts part of which the service level agreement is.

Create a service level agreement

1. Navigate to Helpdesk > SLA > Service Level Agreements.
2. Click the NEW SERVICE LEVEL AGREEMENT button.

3. Fill in all required fields and any other fields that you want:

   • In the Name field, enter the title of the service level agreement.
   • In the Description field, add a detailed description of a service level agreement.
   • Select a Type from the dropdown menu.
   • Select a Status from the dropdown menu.
   • Select a Service from the dropdown menu.
   • Select Hours during which the services are provided.

   • Under the Service level targets section, you can measure your performance as a service provider to avoid disputes between the two parties based on a misunderstanding.

     • Priority: Determine the level of urgency and select a relevant priority from the drop-down menu.
     • Resolution time: Select when can the issue expect to be resolved.
     • Response time: Select how soon can you respond to a customer request.

   • Under the Service Usage Warnings section,

     • First level warning ratio:
     • Second level warning ratio:

4. Under the Attachments section, click the plus icon and select a required file/ image from your computer.

5. Click Create.

Edit a service level agreement

There are 2 ways to edit a service level agreement.

Way 1. From the "Service Level Agreement list" page.

1. Navigate to Helpdesk > SLA > Service Level Agreements.
2. Click the pencil icon next to the service level agreement you want to edit.
3. Make your changes.
4. Click Save.

Way 2. From the "Service Level Agreement Details" page.

1. Navigate to Helpdesk > SLA > Service Level Agreements.
2. Open a service level agreement.
3. Click the EDIT button.
4. The further steps are the same as for the first way of editing a service level agreement.

Delete a service level agreement

1. Navigate to Helpdesk > SLA > Service Level Agreements.
2. Click the trash bin icon next to the service level agreement you want to delete.
3. Click YES to confirm that you want to delete a service level agreement.

Contract

Quick Overview of Contract

A service agreement is a written contract between a service provider and a customer. It spells out the work to be performed and the responsibilities of both parties in getting the work done and paid for.

From the "Service Contract List" page, you can create new service contracts and manage them. To access all existing service types, navigate to Helpdesk > SLA > Service Contracts.

The "Service Contract List" page contains the following fields and functions:

1. Filters: Sort existing contracts by name or description.
2. Service table: The list of service contracts.
3. Sidebar navigation: A sidebar allows users to navigate to a specific piece of SLA management content.
4. Right sidebar arrow: The right sidebar can be hidden by clicking the arrow on its upper right.

The "Service Contract Details" page allows you to review and take action on a service contract. Each service contract contains the following sections:

1. Toolbar: A strip а control buttons that let you perform various actions on a service contract.
2. Title: Shows the name of the service contract.
3. General information: Shows general details of the contract such as Name, Description, Customer, SLA, Status, Start Date, End Date, Reminder Date, Contract Type, Number Of Hours, and other criteria.
4. Contract cost information: Shows the price of a contract that is paid to a service provider upon completion.
5. Service Usage Notification Roles: Shows the service-linked roles.
6. Projects: Shows related projects.

Create a service contract

1. Navigate to Helpdesk > SLA > Service Contracts.
2. Click the NEW CONTRACT button.

3. Fill in all required fields and any other fields that you want:

   • In the Name field, enter the title of the service contract.
   • In the Description field, add a detailed description of a service contract.
   • Select a Customer* from the dropdown menu.
   • Select a Service Level Agreement from the dropdown menu.
   • Enter the Number of users.
   • Select a Status from the dropdown menu.
   • Determine the date the contract is fully executed and is in full force and effect.
   • Determine the last possible effective day of the life of the contract.
   • Set up reminders for a contract. Contract Reminders help you stay on top of your contractual obligations by sending you email reminders for contracts that you want to be reminded about.

4. Under the Contract Type section one of the following:

   • Ticket based contract: Some specific issues might require more urgent responses or resolutions, such as outages or service issues. Ticket based contracts assign specific deadlines to specific types of tickets.

     • No. of tickets assigned: Enter the number of tickets that were assigned to a service provider.
     • Maximum SLA time: Define acceptable SLA response times.

   • Hour based contract: Means a contract under which the services are provided on the basis of fixed fee rates and payments are made on the basis of time actually spent.

     • No. of hours: Specify total hours of work.

   • Contract Costs means the estimated costs of the provision of services.

     • Cost: Enter the costs of the services.
     • Currency: Select currency from the drop-down menu.
     • Cycle: Select pay period from the drop-down menu.

5. Under the Attachments section, click the plus icon and select a required file/ image from your computer.

6. Click Create.

Edit a service contract

There are 2 ways to edit a service contract.

Way 1. From the "Service Contract list" page.

1. Navigate to Helpdesk > SLA > Service Contracts.
2. Click the pencil icon next to the service contract you want to edit.
3. Make your changes.
4. Click Save.

Way 2. From the "Service Contract Details" page.

1. Navigate to Helpdesk > SLA > Service Contracts.
2. Open a service contract.
3. Click the EDIT button.
4. The further steps are the same as for the first way of editing a service contract.

Delete a service contract

1. Navigate to Helpdesk > SLA > Service Contracts.
2. Click the trash bin icon next to the service contract you want to delete.
3. Click YES to confirm that you want to delete a service contract.

Service hours

Quick Overview of Service Hours

You can create a customer service schedule and define working hours. A customer service schedule determines the business hours for each day of the week. Customer Service uses these details for time tracking of service-level agreements (SLAs).

From the "Service Hour List" page, you can create new schedules and manage them. To access all existing service schedules, navigate to Helpdesk > SLA > Service Hours.

The "Service Hour List" page contains the following fields and functions:

1. Filters: Sort existing schedules by name or description.
2. Schedule table: The list of schedules.
3. Sidebar navigation: A sidebar allows users to navigate to a specific piece of SLA management content.
4. Right sidebar arrow: The right sidebar can be hidden by clicking the arrow on its upper right.

The service schedule details page lets you review and take action on a schedule. Each service schedule contains the following sections:

1. Toolbar: A strip а control buttons that let you perform various actions on a service schedule.
2. Title: Shows the name of the service schedule.
3. General information: Shows general details of the service schedules such as Name, Description, Service Work Days and Work Hours.

Create a customer service schedule

1. Navigate to Helpdesk > SLA > Service Hours.
2. Click the NEW SERVICE HOUR button.

3. Fill in all required fields and any other fields that you want:

   • In the Name field, enter a name for the schedule.
   • In the Description field, add a detailed description.
   • Service Hours From: Click a corresponding field, select the time the work day starts, and then click Done.
   • Service Hours To: Click a corresponding field, select the time the work day ends, and then click Done.
   • Service days: Select the days of the week when customer support is available.

4. Click Create.

Edit a service schedule

There are 2 ways to edit a service schedule.

Way 1. From the "Service Schedule list" page.

1. Navigate to Helpdesk > SLA > Service Hours.
2. Click the pencil icon next to the service schedule you want to edit.
3. Make your changes.
4. Click Save.

Way 2. From the "Service Schedule Details" page.

1. Navigate to Helpdesk > SLA > SService Hours.
2. Open a service schedule.
3. Click the EDIT button.
4. The further steps are the same as for the first way of editing a service schedule.

Delete a service schedule

1. Navigate to Helpdesk > SLA > Service Hours.
2. Click the trash bin icon next to the service contract you want to delete.
3. Click YES to confirm that you want to delete a service schedule.