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SLA MANAGEMENT

Service Level Agreement timelines are important to be tracked to ensure all incidents and requests are responded and resolved within defined timelines.

  • Multi-Location SLAs
  • Support Group wise SLAs 
  • Urgency / Impact / Priority Levels
  • Remaining / Overdue Time
  • Holidays Management
  • Support Window / Hrs.
  • Escalations
  • SLA Uptime
  • SLA Exceptions

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