Enstaserv
would provide assured level of services. The SLA Matrix would
be dependent on the following factors and should be mutually
agreeable to Enstaserv and Client:
Level
of product technical support
Enstaserv
would provide product technical support as mentioned in the
SLA. Generally it would cover the following:
Explaining the product
How
to use the product
Explaining
the features of the product
Troubleshooting
of the product
Users
general query but limited to product portfolio
Methodology for Technical Support
Enstaserv
deploys following methodologies to process the request for
technical query or helpdesk services:
1.
Voice (Inbound)
2. Email
3. Chat – See below the details of chat room.
4. Voice (Outbound) – in case query is tough and it
requires more time, then our CSR would
call the customer and solved his/ her query.
Duration
of Tech Support
Enstaserv
provides 24x 7x 365 days of operation and technical support.
Response Time
90%
of all the calls would be answered within a specified limit
of response time. Typically all calls within the ambit of
product portfolio would be closed in 30 minutes.
Average
cycle time for closed request for tough query for which information
is either not available or document/ brochure is under construction
For
each request received, Enstaserv would acknowledge the request
and within a specified time frame would indicate a definite
closure time for the request. Enstaserv would make sure that
90% of all the requests by the client is delivered on time.
Duration
time to resolve request against estimated time
Enstaserv
will have all the procedures in place to deliver the request
against estimated time. If due to complexity of work/request
it is not delivered, Enstaserv will resolve within s stipulated
time frame. Enstaserv has a transparent method of working
and escalating the calls if a call is not closed within a
specified time.
Number
of operational problems reported by users after request release
Our
Helpdesk services would measure volume of request reported
by users and make appropriate plan, scheduling to excel in
its services. It would also apprise the client for the same.
This
could be really very helpful for the client to design the
manual or brochure or incorporate some more points in the
document.
This
information would also be useful to understated the customers
better and service them accordingly.
Application
up time on a monthly and annual basis
All
Mission critical application would require high degree of
uptime. Enstaserv will deliver an uptime on monthly and annual
basis as requested by customer. It will make sure that client’s
business should run fine all time.
Number
of processes documented
Enstaserv
will service the client if documentation is also required
for each Request. This helps in building the quarries and
based on queries an entire ready made solution can be put
in the library or put on portal and self help manual can also
be generated. Enstaserv draws tremendous mileage as its group
company is into Software Development for the last 8 years
and working for fortune 200 clients.
Number
of requests per month not complying with SLA
Enstaserv
understand that everything can be included in SLA and there
may be some requirements by the clients, which require urgent
services, which might be out of the scope. Since Enstaserv
values its partnership as the business process owner, it will
make special arrangement to services these request. Enstaserv
would also communicate with client about delivery and resources
and time required to deliver such request.
Number
of focus group meetings per month and per year per business
process
Enstaserv
would participate in all the meeting, proceeding with clients,
which would be marked in SLA and will fully document all such
proceedings.
