Our Client will have Advanced Distribution, with Equipment Service, Contracts, Case Management and other items for their business.They have a couple of larger clients who require some pretty stringent SLA levels. Here is an overview of their SLA Needs: . Here is how they have to track SLA’s for one of their Clients: (the hours listed are examples and will change contract to contract, and equipment type to equipment type)Overview They have to call the client within 1 hour to acknowledge the Call They have to be on site within 8 hours They have to have the problem fixed within 16 hours All time starts when the call is Received Email notifications will need to go to customer at each step Nuances: By Customer / Equipment· Each Customer will have different equipment· Equipment can be categorized and have different SLA requirements - Preferably in the same contract· Example would be printers would have a 2 hour initial response, 12 hour on site, and 36 hour fix
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