Set your support team's performance standards (e.g. first response time, resolution time) with Service Level Agreements (SLAs) and improve them with in-depth reports.
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Infoset SLA policies
In cases where you cannot reach the service levels you targeted, you can find the source of the problem and improve the performance of your team thanks to detailed reports.
You can add as many conditions as you want to determine which items the SLA policy will apply to. You can connect multiple conditions with logical operators such as AND / OR, and create complex SLA rules.
You can send a notification to the relevant people from your team in case of SLA violations for each SLA metric.
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