NetHelpDesk has a system for allowing multiple Service Level Agreements to be tracked.

Each request is assigned a 'seriousness' value. Some requests may affect a number of users and some may just be 'nice to have'. Once the user has agreed the seriousness of the request the system calculates the date by which it should be fixed. The calculation takes into account workings hours in each day and holidays.

 

SLA Setup Details Screenshot

Requests can be listed by fix-by-date and so attention can be focused on requests that may not be fixed within the agreed time.

If a request cannot be fixed within the agreed time because of a users fault, then the system can exclude the request from the statistics and reporting functions. An 'SLA excuse' can be entered against the request.

Statistics are available from a management summary window allowing monitoring of request and fault resolution by managers. Detailed reports are available or you can customize reporting yourself by exporting the data to a spreadsheet such as Excel.

The Statistics screen allows you to see the numbers of calls by various categories and allows you to drill down and see the details of calls in a category. In this way the non-compliant SLA calls can be examined and actions taken.