from NYF Systems can help businesses manage to service level agreements.
The SLA feature in Aegis is completely configurable and allows
you to define the following SLA Types:
- Initial Response Time and Breach Status
- Subsequent Response Time and Breach Status
- Closed Time and Breach Status
For each breach status
incident, providers can define personnel to notify, and course
of action (such as how to update the incident record when the
incident is escalated). For example, if the breach status is 2
Hours To Breach, providers can change the Priority on the Incident
record from Low to Medium and send a notification to a user or
user group. This gives complete control on SLA notifications.
The SLA capabilities provided
by NY Federal also enables providers to define an unliminted number
of Client SLAs. This will be used to escalate incidents to specific
client’s requirements. This flexibility enables SLAs to
be defined to various client requirements, such as a SLA to cover
Network Support and another to cover Applications Support.
Our reporting mechanisms
provide for tabulated and graphical representation of SLA Breach
Status for a given month or any period of time defined.
The Aegis Help Desk client
web access facility enables customers to log on to the system
using a browser such as Internet Explorer, to initiate support
requests and to periodically check progress with around-the-clock
convenience. This facility also provides access to valuable knowledge
bases that will help to reduce the number of support calls from
a client. Web-enabled customer self-care such as those that can
be provided by Aegis Help Desk will help customers with instant
retrieval of information limited by what you information you allow
them to see.
Service Level Agreement
capabilities are available as part of Aegis Help Desk product
suite. To request for a download trial version of Aegis
Help Desk please click here.
Our Aegis product portfolio serves companies in telecommunications,
banking, healthcare, insurance, automotive, retail industries
and more with efficient customer care and post sales support solutions.
To order or to request a price quote, contact
Customer Service Center:
Call: (973) 796-5201