FCS : The Efficiency Catalyst
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Service Level Agreement

Responsibilities and Escalation Tree

Help Desk Receive customer call, log the call, give call no to customer, and communicate with consultant, Sr. consultant, and program manager.
Consultants Solution provider for the problem within 4 hours (Technical)
Sr. Consultants Solution provider for the problem within 8 hours (Technical)
Program Manager Final Necessary Action Taker




Service Level Aggrement
Off shore Support Service Client Association
Enhancement services call and process methodology
Helpdesk Service Escalation Flow Chart
Customer Communication Processes
Assured Service Level
SLA Matrix Example
MIS Reporting
Account Management


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