What is the SAM7 SLA+? SAM7 SLA+ is an Onyx Employee Portal (OEP) add-in that accurately tracks your performance against Service Level Agreements (SLA’s). Using a new ‘Service Entitlement’ tab within OEP you define the SLA’s for customers:

• SLA Type (such as respond by or fix by).
• Service Windows (e.g. 9am till 5pm, Mon to Fri)
• The Service Level Agreement (e.g. 2 Hours)
• Non Working Days (e.g. Public Holidays)
• Escalation Path (e.g. At 75% send an email)

SLA clocks are based upon incidents and appear on a new tab on the Incident edit screen, customer Power Page and Task Manager. They include the following functionality:

• SLA clocks are automatically started and stopped based on Incident ‘Status’.
• Automatically calculates the Breach Time based on ‘Priority’.
• Multiple SLA Clocks can be created for a single Incident (Respond By, Fix By).
• New SLA Clock tab on Incident screen.
• SLA Clocks can be placed on-hold and taken off-hold either manually or automatically.
• Escalation rules can change the status of SLA Clocks, colour and send emails at trigger points.

If you want to find out how out more about SAM7 SLA+, then please contact us.