Capabilities - Service Level Management
Richmond SupportDesk provides a highly flexible, service level management interface for defining your service level agreements. These consist of pre-defined target response and resolution times and dictate the level of service required for a given type of incident or member of staff.
Time Zone recognition ensures that ICT support Staff and staff using the Web Interface see the actual times of incidents and service level agreements.
The Richmond SupportDesk Escalation Service handles the automatic escalation of incidents as their severity increases and can be configured to automatically notify service desk managers of breached response and resolution times.
