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Make sure every customer is take care of and gets the right assitance.
Service level management is a key pillar in how Supportbench helps you manage customers. Our goal is to always give you context to when you need to reply to customers so no customer is ever left behind.
SLA Management
SLAs by License
Assign SLAs by the products they have purchased, by their license renewal date, or by a customer support level.
SLAs by Ticket Properties
Assign SLAs by the ticket priority, issues type, or the team they are assigned to. Supportbench gives you full control over how SLAs are defined and when they need to be enforced.
SLA Enforcement
Notify ticket owners, managers, or a team on SLA infractions. Quickly view SLA performance within a real-time dashboard or team scorecards.
SLAs by Contract
Define SLAs by customer products or service contracts.
Business Granularity
Start and stop SLAs based on the team managing the ticket.
Assign SLAs
Set times by the ticket lifecycle to ensure customers get what you promised.