The first step in the design and implementation of your SLA Management solution is to gain a full understanding of your Customer Support process and the events within this process that are subject to SLA performance monitoring and measurement.
A common, basic process might involve the need to monitor and measure time taken to provide an initial response to each ticket and the time taken to solve each ticket.
However, there is often a need to support a more complex process involving additional events such as regular progress updates, escalations, RMA, on-site engineer, or any number of additional events that are unique to your Customer support process.
The work necessary to complete this task will be facilitated by your assigned, qualified CloudSET Consultant and once equipped with the necessary understanding will ensure all involved events are correctly modeled using the CloudSET SLA Management Configuration Tool (See Refining the Event Model).
Where possible this will be based on one of the available template models developed as a result of previous SLA Management implementations.
However, depending upon the complexity and specific nature of your Customer Support process and SLA contracts in place with your customers, it might be necessary for your CloudSET Consultant to arrange for the introduction of a new model template with additional events.
Once your event model has been configured it shouldn't be changed unless otherwise advised by your CloudSET Consultant.
Otherwise this could lead to undesirable consequences with some of your setup and configurations lost, potential changes to your subscription costs and/or breaching the terms and conditions of your support plan with Coherence Design Ltd.