Service Level Agreements - IT Service Management - Sunrise Software
service level agreements

ITSM Service Level Agreements

Track Service Levels for end-users, assets or departments, and set base targets against priorities for the hours you work. Keep on top with alerts to your inbox when your commitments are in danger of being breached.

1. What Does It Do?

  • Set Service Level Agreement targets based on defined priorities
  • Automatically alert for when your SLAs are in danger of being breached
  • Create a hierarchy of SLAs for preferred customers and VIPs
  • Reporting and analysis of performance achievement against Service Level targets
  • Generate reminders of impending SLA target failures and automate incident escalations

2. Key User Benefits

  • Reduced number of breached SLAs
  • Increased customer satisfaction
  • Complete control over performance commitments

3. More Info

Keeping control of your Service Level Agreements (SLAs) is a critical element of successfully delivering against your Key Performance Indicators (KPIs) and ensuring continued customer satisfaction. Sunrise IT Service Management automatically calculates your response and resolution targets based on the impact, urgency and overall priority that has been set. Service level tracking also includes those external parties, such as suppliers, that are involved in the resolution of your Incidents and Problems. Your Service Level Agreements even take into account the hours you support and the days you have off, such as weekends and public holidays, or you can just “stop the clock” manually by putting Incidents on hold, while you’re waiting for a response from the customer.

Sunrise IT Service Management details your performance statistics per day, week, month, across the years, or broken down by groups or individual support agents. With your customers demanding a high quality service you’ll have all the statistics you need to back you up.

Let Sunrise IT Service Management take the stress out of tracking your performance.


For more info watch the video demo of Sunrise Service Desk.

What Our Customers Say

Would you like to learn more about Sunrise?