SERVICE LEVEL AGREEMENT (SLA) & ESCALATION

How to create work Schedule

Schedule: working hours for members to finish a job.
How to create schedule using vision helpdesk
a. Open the Vision Helpdesk
b. Login as admin
c. Settings
d. Automation
e. Schedule
f. Add schedule
g. Fill-up necessary fields then create your preferred schedule.
How to add holidays
a. Open the Vision Helpdesk
b. Login as admin
c. Settings
d. Automation
e. Holidays
f. Add Holidays
g. Fill-up necessary fields then create your preferred holiday schedule.
Service Level Agreement
Part of a contract which defines exactly what services a service provider will provide and the
required level or standard for those services.
a. Login as admin
b. Settings
c. Automation
d. SLA
e. Add SLA
f. Fill-up necessary fields then create your preferred SLA.
Ticket Escalation Automation using workflows
Workflows: consists of an orchestrated and repeatable pattern of activity, enabled by the
systematic organization of resources into processes that transform materials, provide
services, or process information.
a. Login as admin
b. Settings
c. Automation
d. Workflow
e. Add workflow
How to add escalation rule to the SLA
a. Login as admin
b. Settings
c. Automation
d. Workflow
e. Add workflow
f. Create the escalation on the event you created.
Case Studies: An in-depth research on a subject along with its condition.

SAMPLE CHALLENGES AND SOLUTION

 A. TRAVEL and TOURS
1. Customer contact over multiple email addresses
 Multiple emails are mapped to multiple departments
2. Required timely response within 8 hours shift
 Defined a default 8-hour workflow
3. If an accident is not responded in time, then a notification is to be sent to the
administrator
 Notification would be sent to the administrator whenever an SLA is overdue
B. Challenges and Solution provided by helpdesk (BANK)
1. Hectic workload
 mapped with respective departments, customer will send the query with
proper fields and also provides an option to staff to change fields.
2. Human Interaction required for a manual assignment
 Auto-assigned of tickets to staff members using robin
3. Important issues timespan was not calculated
 Auto SLA applied and reports
4. If not responded in time, notification to the admin
 Overdue rules applied for Multilevel Escalation
C. ENTERPRISES COMPANY)
1. Difficult to manage using old help desk as all information was needed to be filled
in helpdesk ticket.
 Contact us form was integrated with vision helpdesk API and all fields were
mapped in tickets, respective staff members were granted access to tickets.
2. Staff is working in multiple time zones, so SLA management was difficult
 Staff has time zone settings which show tickets in their time only which
streamlines SLA management.
3. Since global come-in, it needed 4 level escalation for each issue that was not
resolved.
 Engineers, supervisors, managers, management / VP teams are created and
tickets are escalated to them.

The Client’s business domain:

 Is complex and specific, characterised by the culture of the company and the nature
of their business model.
 It is known – a software project requires certain expertise regarding the business
domain it affects. Subject Matter Experts are always welcomed when it comes to
strategic consulting, supervision or business modelling.

Importance of Client Contact

Keeping in touch with client is a thoughtful communication with great benefits in an
organization. Below are some measures in order to understand the importance of
client contact:
 Communication builds long-term business relationships -
 Establish human connection - One can be informal and still be professional.
 Be sensitive to your client’s comfort zone - surveying customers is essential to
ensure that you are efficiently engaging with them.
  Leverage company brand - The business you represent has its own brand ethos and
style.
 Understand communication medium and when to use them - Technology unlocks
fresh methods of communication, but there are still excellent choices for traditional
methods.
 Prioritise quality over quantity - Ask plenty of issues to get a clear knowledge of their
objectives when you meet a client.
 Add a personal touch - understanding the interest of a client in a particular region
and sending them appropriate data will strengthen the understanding that you are
invested in it.
 Use your knowledge to everyone’s advantage - Make sure that your intended
communications are compliant and include the most up-to-date information.
 Follow up promptly - Closing the communication loop with customers is essential.
 Clearity - Clarity and confirmation are of utmost importance.
 Confirmation - Be sure to determine your company's and the contracting firm's roles
and responsibilities.
 Preferred Method - Identification of preferred techniques of communication is of
paramount importance.
 Frequency - The determination of the frequency is a normal communication point.
From the outset, determining the correct amount of communication helps create
confidence and relationships between companies.
 Tone - It is essential to be aware of the tone, depending on the communication
techniques. The tone is something that can be misunderstood readily.

What is an SLA?

A Service Level Agreement (SLA)

The SLA is generally part of an outsourcing or managed services agreement, or can be used in
facilities management agreements and other agreements for the provision of services. A Service
Level Agreement (or SLA) is the part of a contract which defines exactly what services a service
provider will provide and the required level or standard for those services.
Purpose of Service Level Agreement
Establish a collaborative written agreement between two parties. It will detail the mutual
responsibilities of the service provider and the client. It protects both parties from misinterpretation
of service. It will state the metrics to be monitored, the duties of both parties and the level
expectation in the duration of the contract to avoid conflict of the service provider and the client.

Typical Structure of SLA

 Service-Based
 Customer-Based
 Multi-Level - In multi-level SLA

References:
Learner Guide
 IT Infrastructure in Business

Basic Element of IT Infrastructure:

1. Data Centers: Physical space where servers and network devices are located. Have a
power supply back-up, cooling system and an access control for security. Usually
organized in racks and vary in the size of the organization.
 The System Administrator: In-charge in the Data center.
 Network Diagram: is a visual representation of network architecture. It maps
out the structure of a network with a variety of different symbols and line
connections between your devices.
2. Servers and Clients:
A. Servers: serve or supply the applications and data to the clients.
Types of Server
a. Based on Function
 File Server – Samba, FTP
 Print Server – Manages queue of printing
 Web Server – Apache, Nginx, Microsoft IIS
 Application Server – SAP
 Mail Server – Microsoft Exchange, Zimbra
 Database Server – MySQL, Oracle, Marian DB
 Media Server – Video Streaming
 Collaboration Server – Microsoft Sharepoint, IBM Lotus
b. Based on Platform
 Hardware – IBM P-Series Server
 Operating System – Microsoft windows server, Redhat Linux
c. Based on Features / Organization
 Mainframe
o Very large multifunctional Equipment
o Huge numbers of transaction and users
o Cost millions of dollars
 High Availability
o Multi hard disk drive (RAID)
o Redundant power supply
o Redundant network interfaces (cards)
 Cluster
 o Group of servers that perform same function in parallel
o Distribute workloads and are scalable
o Organize primary and slave or secondary, mirror
 Virtual
 A physical server running a hypervisor on top of or within which you
run multiple virtual. Ex. VM Ware

B. Clients: Hardware used for input and output in information used by end users.
Example is PC’s, Laptops, Dumb terminal and network computers, transaction
terminals and mobiles.
3. Network Devices
A. Access Point: is a networking hardware device that allows other Wi-Fi devices to
connect to a wired network.
B. Router: is a networking device that forwards data packets between computer
networks.
C. Switch: is networking hardware that connects devices on a network by using
packet switching to receive and forward data.
D. Modem: is a device or program that enables a computer to transmit data over,
for example, telephone or cable lines.
Communication Media
2 basic types of Media
1. Cable – Network cable / UTP Cable / Ethernet Cable, Copper Coaxial Cable, Fiber
Optic Cable
2. Wireless – Wi-Fi Hotspot, Cellular network (2G, 4G, 5G)
Types of Networks
A. Based on Geographic Extension
Type of LAN BACKBONE MAN WAN
Network
Scale A room or a Less than a few More than a few More than ten or
building kilometre kilometres hundreds of kms,
usually international
Element Client, servers, LANs, High Speed LANs, BNs, Same as MAN but a
switches, access switches or routers, Circuits lease to greater distance
points, printers, High speed circuit public providers,
router (on fibre optic cable) microwaves
Typical Speed 100 mbps – 1-40 Gbps 64 kbps – 10 64 kbps – 10 Gbps
1Gbps Gbps

B. Based on Who can access them

1. Intranet - Network access only by internal members of an organization. (ERP)
2. Extranet – Network accessible for people or entities external to the organization. (E-
commerce)
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