Service Level Agreement displayed in the INVADE Customer Support Desk

Service Level Agreement (SLA) & Next Breach is now displayed, after you have created your ticket, within the InVADE Customer Support Desk Portal.

For example, if your SLA is Monday to Friday, 0900 to 1700, with a 2 hour response to Emergency Ticket, will be displayed as follows:

M – F 0900 – 1700 120Min SLA

The ‘Next Breach’ field, will display by which time and date the InVADE Customer Support Desk has to respond.

For example, if you raise an ‘Emergency Ticket’ at 11:30 (within your contracted SLA time coverage) and your SLA is Monday to Friday, 0900 to 1700, with a 2 hour Emergency Response, this will be displayed (in DD-MM-YYYY format) as follows:

30-06-2014 14 13:30

This shows the Emergency Ticket was raised on 30^th June 2014 at 11:30 and the InVADE Customer Support Desk has until 13:30 (2 hours) to respond to your issue.

Should your ‘Emergency Ticket’ be raised outside of your contracted SLA, you will be given the choice to pay for the engineer to continue working (Billable at 1 hour minimum) or wait until the next contracted working day.

If you have questions about your SLA or would like to discuss upgrade options please contact InVADE Sales.