Press & Media

SysAid Introduces Key Features, Including New SLA/SLM Module to Help Customer Service Departments Measure and Improve Service Delivery

AIRPORT CITY, Israel – October 4, 2010 – SysAid Technologies Ltd., a leading global provider of IT Service Management (ITSM) and Customer Service Support (CSS) software, publicly launched today the newest version of its Customer Service Support software, CSS 2.5, featuring a new SLA/SLM module, a fully integrated task calendar, a customizable report-building wizard, and additional tools to better manage the service desk.

The new SLA module allows support professionals to create and track SLAs (Service Level Agreements) and easily gauge the quality of support they provide to individual customers. Moreover, the SLM (Service Level Management) tool collects various SLAs, measures key performance indicators and analyzes the department's overall service delivery, displaying real-time information in a user-friendly dashboard.

"Timely and personalized service response is crucial for all businesses; and the surest way to achieve this is to ensure that every service request receives proper attention," said Israel Lifshitz, founder and CEO of SysAid. "CSS 2.5 enables administrators of small and large businesses alike to take a proactive approach to service management and enhance the customer experience, as well as achieve greater accuracy, resulting in higher credibility for the company."

Based on proven service desk methodology, CSS 2.5 allows administrators to easily prioritize and manage all incoming customer service tickets and automatically sort and route them based on defined preferences. It also features advanced Live Chat capabilities and a customizable FAQ knowledgebase for customers to reference, allowing them to avoid future service calls.

Other notable features of CSS 2.5 include the integrated SysAid Calendar, which automatically logs service request due dates and activities; an API functionality which integrates SysAid with other external applications; and improved customization options which allow users to quickly add additional fields and validation processes as needed.

CSS 2.5 is an on-demand software (SaaS) that is hosted in SysAid data-centers. The Free edition is a fully functional edition suitable for small organizations serving up to 100 service requests per month, while the Pro-edition is aimed at larger support departments.

About SysAid Technologies

Founded in 2002, SysAid Technologies Ltd. partners with IT professionals to make their work easier. The company provides IT service management (ITSM) solutions to more than 10,000 customers in 140 countries. From small businesses to Fortune 500 enterprises, IT departments use SysAid to deliver better service.

Available in 42 languages as a cloud-based or on-premises solution, SysAid combines all the essential IT tools in one simple and clever platform. For more information, please visit

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Media Contact:
Lindsey Pugh