Service Level Agreements

At Web Control we have implemented company standard SLAs for the service we provide on our support tickets. Our Helpdesk is set up to monitor, track and record our SLAs with the intention of providing a standardised service for all of our customer on all of our support tickets.

We have set priorities that get assigned to tickets based on the information given in the tickets and the resolutions urgency. A priority 1 tickets for example, will be for system down or issues that are preventing production. These tickets are for issues that need to be resolved as quickly as possible to prevent the customer from losing valuable production time. In this case we will respond to the issue within 1 hour and will expect to resolve the issue within 4 hours.

Below are the SLAs we are currently working to on support. However these SLAs can be modified on a customer by customer basis should the need arise or be requested.

PRIORITY 1

- First Response: Less than 1 hour

- Solution Less: Less than 4 hours

PRIORITY 2

- First Response:Less than 4 hours

- Solution Less:Less than 1 day

PRIORITY 3

- First Response:Less than 8 hours

- Solution Less:Less than 2 days

By implementing these SLAs we provide our customers with a set of rules that all their support tickets are guided by. This will provide a safeguard that all tickets will be processed within a set time and that if our customers have an issue that is causing an immediate effect on their business they can be safe in the knowledge that it is also our priority to resolve that issue as quickly and efficiently as possible.

This Month's Support Statistics

- Tickets: 149
- Completed Tickets: 126
- Open Tickets: 23

One Stop Rule
All tickets closed within 3 days: 96.6%

Service Level Agreements

At Web Control we have implemented company standard SLAs for the service we provide on our support tickets. Our Helpdesk is set up to monitor, track and record our SLAs with the intention of providing a standardised service for all of our customer on all of our support tickets.

We have set priorities that get assigned to tickets based on the information given in the tickets and the resolutions urgency. A priority 1 tickets for example, will be for system down or issues that are preventing production. These tickets are for issues that need to be resolved as quickly as possible to prevent the customer from losing valuable production time. In this case we will respond to the issue within 1 hour and will expect to resolve the issue within 4 hours.

Below are the SLAs we are currently working to on support. However these SLAs can be modified on a customer by customer basis should the need arise or be requested.

PRIORITY 1

- First Response: Less than 1 hour

- Solution Less: Less than 4 hours

PRIORITY 2

- First Response:Less than 4 hours

- Solution Less:Less than 1 day

PRIORITY 3

- First Response:Less than 8 hours

- Solution Less:Less than 2 days

By implementing these SLAs we provide our customers with a set of rules that all their support tickets are guided by. This will provide a safeguard that all tickets will be processed within a set time and that if our customers have an issue that is causing an immediate effect on their business they can be safe in the knowledge that it is also our priority to resolve that issue as quickly and efficiently as possible.

This Month's Support Statistics

- Tickets: 149
- Completed Tickets: 126
- Open Tickets: 23

One Stop Rule
All tickets closed within 3 days: 96.6%