Service Level Management
Richmond SupportDesk provides a highly flexible Service Level Management interface for defining your customer's service level agreements. These consist of pre-defined target response and resolution times and dictate the level of service required for a given customer.
Richmond SupportDesk also provides support for multiple opening hours, enabling you to provide services for customers located in different time zones and customers with out-of-hours support requirements. Time Zone recognition ensures that users and Customers using the Web Interface see the actual times of incidents and Service Level Agreements.
The Richmond SupportDesk Escalation Service handles the automatic escalation of incidents as their severity increases and can be configured to automatically notify service desk managers of breached response and resolution times.
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