Overview Customer Information
Information Screens
SLAs Tracking
Billing & Support Package Tracking
Tracker lets you monitor and track internal response goals and external service-level commitments.
Reporting and demonstrating your performance with the system’s SLA tracking function lets you set
yourself apart from the competition.
You can set up an unlimited number of support packages—with flexibility in how you configure
each package. You can create system wide support packages or packages configured per customer and per
product. This enables you to track several support packages for a single customer covering a variety
of products. You can also set up default support packages by product.
You can configure support hours across system wide, by customer, by product or by priority—and set
required response and resolution times for each priority. You can get quick access to SLA compliance
statistics by customer from the incident screen and run SLA compliance reports by customer, department and agent.
