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 (SLAs) for each service should be documented in a service document (Service Contract).

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.

Monitor service types

From the Service type console, you can create new service types and manage them.

To access a Service type console:

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service type:

   

The Service type console contains the following fields and functions:

• Filters: Sort existing service types by name or description.
• Service type table: The list of service types.
• Nу service type: Create a new service type.
• Sidebar navigation: A sidebar allows users to navigate to a specific piece of SLA management content.
• Right sidebar arrow: The right sidebar can be hidden by clicking the arrow on its upper right.

Create a service type

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service type:

   

5. Click the NEW SERVICE TYPE button at the top of the page.

6. On the form, fill in the fields:

   The fields with the asterisk are required.

   • Name: Specify the name of a service type.
   • Description: Add information about a service type.

7. When you're finished, select:

   • CREATE to create a new service type.
   • CREATE AND ADD ANOTHER to create a service type and start creating another one.
   • CANCEL to discard the values you entered and cancel the service type creation.

View service type details

The service type details page lets you review and take action on a service type.

1. Click the SLA tab. This opens the service type list view page.
2. Click the name of the service type to view the service type details.

This opens the service type details page:

Each service type contains the following sections:

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

Edit a service type

There are 2 ways to edit a service type:

• From the Service type console;
• From the service type details page.

Way 1. From the Service type console.

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service type:

   

5. Use the filter to find a required service type. For this click .

6. Click Add filter and select one of the options from the drop-down menu:

   

7. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

8. Once done, click Apply.

9. Click the pencil icon next to the required service type.
10. Change the service type info.
11. Click Save.

Way 2. From the service type details page.

1. Click the title of the required service type.
2. Click the EDIT button at the top of the page.
3. Once you've changed the service type info, click Save.

Delete a service type

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service type:

   

5. Use the filter to find a service type you want to delete. For this click .

6. Click Add filter and select one of the options from the drop-down menu:

   

7. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

8. Once done, click Apply.

9. Click the rubbish bin icon next to the service type you want to delete.
10. Confirm that you want to delete the service type, click YES in the modal window.

Services

Services guarantee that Consumer requirements are met.

Monitor services

From the Service console, you can create new services and manage them.

To access a Service console:

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service:

   

The Service console contains the following fields and functions:

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

Create a service

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service:

   

5. Click the NEW SERVICE button at the top of the page.

6. On the form, fill in the fields:

   The fields with the asterisk are required.

   • Service type: Select a service type from the drop-down menu.
   • Name: Enter a title of service.
   • Status: Select a status of the service from the drop-down menu.
   • Description: Add a detailed description of a service.

7. When you're finished, select:

   • CREATE to create a new service.
   • CREATE AND ADD ANOTHER to create a service and start creating another one.
   • CANCEL to discard the values you entered and cancel the service creation.

View service details

The service details page lets you review and take action on a service.

1. Click the SLA tab.
2. Select Service. This opens the service list view page.
3. Click the name of the service to view the service details.

This opens the service details page:

Each service contains the following sections:

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

Edit a service

There are 2 ways to edit a service:

• From the Service console;
• From the service details page.

Way 1. From the Service console.

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service:

   

5. Use the filter to find a required service. For this click .

6. Click Add filter and select one of the options from the drop-down menu:

   

7. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

8. Once done, click Apply.

9. Click the pencil icon next to the service you want to edit.
10. Change the service info.
11. Click Save.

Way 2. From the service details page.

1. Click the title of the service you want to edit.
2. Click the EDIT button at the top of the page.
3. Once you've changed the service info, click Save.

Delete a service

1. Open VNCproject.

2. Click SLA:

   

3. Select Service:

   

4. Use the filter to find a service you want to delete. For this click .

5. Click Add filter and select one of the options from the drop-down menu:

   

6. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

7. Once done, click Apply.

8. Click the rubbish bin icon next to the service you want to delete.
9. Confirm that you want to delete the service, click YES in the modal window.

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.

Monitor service level agreements

From the Service level agreement console, you can create new service level agreements and manage them.

To access a Service level agreement console:

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service Level Agreements:

   

The Service level agreement console contains the following fields and functions:

• Filters: Sort existing service types by name or description.
• Service type table: The list of service types.
• Nу service type: Create a new service type.
• Sidebar navigation: A sidebar allows users to navigate to a specific piece of SLA management content.
• Right sidebar arrow: The right sidebar can be hidden by clicking the arrow on its upper right.

Create a service level agreement

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service Level Agreements:

   

5. Click the NEW SERVICE LEVEL AGREEMENT button at the top of the page.

6. On the form, fill in the fields:

   The fields with the asterisk are required.

   • Name: Enter a title of service level agreement.
   • Description: Add a detailed description of a service level agreement.
   • Service type: Select a type of service from the drop-down menu.
   • Status: Select a status of the service level agreement from the drop-down menu.
   • Service: Select a service from the drop-down menu.
   • Service Hour: Select hours during which the services are provided.

   • Service level targets measure your performance as a service provider and are designed 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.

   • Service Usage Warnings

     First level warning ratio: Second level warning ratio:

7. If you need to attach a file/screenshot, click BROWSE.

8. When you're finished, select:

   • CREATE to create a new service level agreement.
   • CANCEL to discard the values you entered and cancel the service level agreement creation.

View service level agreement details

The service level agreement details page lets you review and take action on a service level agreement.

1. Click the SLA tab.
2. Select Service level agreements. This opens the service list view page.
3. Click the name of the service to view the service details.

This opens the service type details page:

Each service type contains the following sections:

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

Edit a service level agreement

There are 2 ways to edit a service:

• From the Service level agreement console;
• From the service level agreement details page.

Way 1. From the Service console.

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service Level Agreements:

   

5. Use the filter to find a required service level agreement. For this click .

6. Click Add filter and select one of the options from the drop-down menu:

   

7. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

8. Once done, click Apply.

9. Click the pencil icon next to the service level agreement you want to edit.
10. Change the service level agreement info.
11. Click Save.

Way 2. From the service level agreement details page.

1. Click the title of the service level agreement you want to edit.
2. Click the EDIT button at the top of the page.
3. Once you've changed the service level agreement info, click Save.

Delete a service level agreement

1. Open VNCproject.

2. Click SLA:

   

3. Select Service Level Agreements:

   

4. Use the filter to find a service level agreement you want to delete. For this click .

5. Click Add filter and select one of the options from the drop-down menu:

   

6. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

7. Once done, click Apply.

8. Click the rubbish bin icon next to the service level agreement you want to delete.
9. Confirm that you want to delete the service level agreement, click YES in the modal window.

Service 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.

Monitor service contracts

From the Contract console, you can create new contracts and manage them.

To access a Contract console:

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Contracts:

   

The Contract console contains the following fields and functions:

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

• Operations menu: Select the action you want to do and click the corresponding icon:

  • to edit a service contract.
  • to delete a service contract.

Create a service level agreement

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Contracts:

   

5. Click the NEW CONTRACT button at the top of the page.

6. On the form, fill in the fields:

   The fields with the asterisk are required.

   • Name: Enter a title of service contract.
   • Description: Add a detailed description of a service contract.
   • Customer: Select a required customer from the drop-down menu.
   • SLA: Select a service level agreement from the drop-down menu.
   • No. of users: Enter the number of users.
   • Status: Select a status from the drop-down menu.
   • Start date: Determine the date the contract is fully executed and is in full force and effect.
   • End Date: Determine the last possible effective day of the life of the contract.
   • Reminder Date: 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.

   • Contract type: Select the contract type.

     • 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 contarct: 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.

7. If you need to attach a file/screenshot, click BROWSE.

8. When you're finished, select:

   • CREATE to create a new service contract.
   • CREATE AND ADD ANOTHER to create a service contact and start creating another one.
   • CANCEL to discard the values you entered and cancel the service contract creation.

View service contract details

The service contract details page lets you review and take action on a service contract.

1. Click the SLA tab.
2. Select Contracts. This opens the service contract list view page.
3. Click the name of the contract to view it details.

This opens the service contract details page:

Each service type contains the following sections:

• Toolbar: A strip а control buttons that let you perform various actions on a service contract.
• Title: Shows the name of the service contract.
• 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.
• Cost information: Shows the price of a contract which is paid to a service provider upon completion.
• Projects: Shows related projects.

Edit a service contract

There are 2 ways to edit a service contract:

• From the Contract console;
• From the service contract details page.

Way 1. From the *Contract console.

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Contracts:

   

5. Use the filter to find a required contract. For this click .

6. Click Add filter and select one of the options from the drop-down menu:

   

7. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

8. Once done, click Apply.

9. Click the pencil icon next to the contract you want to edit.
10. Change the service level agreement info.
11. Click Save.

Way 2. From the service contract details page.

1. Click the title of the service contract you want to edit.
2. Click the EDIT button at the top of the page.
3. Once you've changed the service contract info, click Save.

Delete a service contract

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Contracts:

   

5. Use the filter to find a service contract you want to delete. For this click .

6. Click Add filter and select one of the options from the drop-down menu:

   

7. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

8. Once done, click Apply.

9. Click the rubbish bin icon next to the contract you want to delete.
10. Confirm that you want to delete the contract, click YES in the modal window.

Service hours

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

Monitor a schedule

From the Service Hour console, you can create new schedules and manage them.

To access a Service Hour console:

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service hours:

   

The Service Hour console contains the following fields and functions:

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

• Operations menu: Select the action you want to do and click the corresponding icon:

  • to edit a schedule.
  • to delete a schedule.

Create a customer service schedule

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service Hours:

   

5. Click the NEW SERVICE HOUR button.

6. On the form, fill in the fields:

   • Name: Enter a meaningful name for the schedule.
   • Description: 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 that the customer support is available.

7. When you're finished, select:

   • CREATE to create a schedule.
   • CREATE AND ADD ANOTHER to create a schedule and start creating another one.
   • CANCEL to discard the values you entered and cancel the schedule creation.

View a service schedule details

The service schedule details page lets you review and take action on a schedule.

1. Click the SLA tab.
2. Select Service Hours. This opens the service schedule list view page.
3. Click the name of the schedule to view it details.

This opens the service schedule details page:

Each service schedule contains the following sections:

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

Edit a service schedule

There are 2 ways to edit a service:

• From the Service Hour console;
• From the service schedule details page.

Way 1. From the Service Hour console.

1. Open VNCproject.

2. Click Helpdesk on the VNCproject's main menu bar:

   

3. Click SLA:

   

4. Select Service Hours:

   

5. Use the filter to find a required service schedule. For this click .

6. Click Add filter and select one of the options from the drop-down menu:

   

7. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

8. Once done, click Apply.

9. Click the pencil icon next to the service schedule you want to edit.
10. Change the service schedule info.
11. Click Save.

Way 2. From the service schedule details page.

1. Click the title of the service schedule you want to edit.
2. Click the EDIT button at the top of the page.
3. Once you've changed the service schedule info, click Save.

Delete a service level agreement

1. Open VNCproject.

2. Click SLA:

   

3. Select Service Hours:

   

4. Use the filter to find a service schedule you want to delete. For this click .

5. Click Add filter and select one of the options from the drop-down menu:

   

6. Select one of the options from the 1st drop-down menu and enter the keyword into the 2nd field:

   

7. Once done, click Apply.

8. Click the rubbish bin icon next to the service schedule you want to delete.
9. Confirm that you want to delete the service schedule, click YES in the modal window.