Introduction
A service-level agreement (SLA) is a service provider and customer commitment. Particular aspects of the service, like quality, availability, and responsibilities, are agreed upon between the service provider and the service user.
BizGaze’s “SLA Policy app” automates the ticketing process. A ticket is created automatically every time a customer raises a query using a support channel. With Increased agent efficiency and productivity, the agents always resolve requests based on ticket priorities.
Portlets & Widgets
In the layout view, a Portlet accurately represents each functionality, and its corresponding data is precisely viewed as a Widget. The following section includes the default portlets and widgets of the SLA Policy App.
SLA Policy Details
This widget contains about the specifics outlined in a Service Level Agreement.
| Field name | Description |
| Name | Displays the SLA Policy name. It is the title or identifier of the SLA. The policy name helps distinguish the agreement from others and provides a reference point for discussions and reviews. |
| Description | Comments or short notes about the SLA Policy are displayed |
SLA Target
The service provider’s commitments to the customer. The targets are often specific, measurable, attainable, relevant, and time-bound. This widget contains SLA Target details of the SLA Policy
| Field name | Description |
| Priority | Displays the priority of the target |
| Response Time | The system displays response time (In Hours or Minutes) for the issue or ticket raised. It refers to the duration between when a customer reports an issue or makes a request and when the service provider acknowledges the issue or request. |
| Resolution Time | The resolution time (In Hours or Minutes) of the issue or ticket raised is displayed. It refers to the duration within which a reported issue or problem should be resolved by the service provider, starting from the time the issue was reported. |
Activity Log provide users with essential information, notifications, and real-time updates to keep them engaged and informed about key activities in apps related to updates, notifications, and stage changes.
| Field name | Description |
| Comments | User can write short notes or comments about the SLA Policy |
| Audit | |
| Created Date | Date when the SLA Policy is created |
| Created By | Name of the person who created the SLA Policy |
| Last Updated Date | Last stage changed of the SLA Policy |
| Last Updated By | Name of the person who last updated the stage |
| Status | Displays the current status of the SLA Policy |
| Time-Line | This widget tracks all the activities within the app. |
Reports
A report is a document that presents information in an organized format for a specific audience and purpose. Although summaries of reports may be delivered orally, complete reports are almost always in the form of written documents.
- SLA Policy Master Configurations