SLA / SLM
Create Service Level Agreements (SLAs) that specify the service that your IT team is expected to provide, and meet them with predefined due dates and more.
Service Level Agreements
Integrated with the Help Desk
SysAid makes meeting your SLAs easy because all SLAs are completely integrated with your help desk. Within each service record, you can instantly see the agreement that it’s a part of. With this information, you can make sure your support team follows the necessary steps to fulfill the SLA. This ensures end-user satisfaction, and keeps your team on top of assignments according to standardized procedures.
Customize the Settings to Suit Your Needs
Create and customize your own SLAs and measurements to suit your specific requirements. Specify which users get VIP service, analyze SLA performance per admin, and determine the optimum, warning, and critical values for your dashboard.
Service Level Management Dashboard
Instantly Evaluate Your IT Performance
Because the SLA Management module is completely integrated into SysAid, it automatically calculates important measurements so you can get an instant snapshot of your performance in real-time in the Manager Dashboard. Notice that the percentage of reassigned incidents has been going up? Drill down on the measurement to see the individual service records used in the calculation. Locate the problem, take the necessary actions to fix it, and improve your future performance.