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 and if these events were fulfilled within the agreed SLA.
However, there is often a need to support a more complex process involving additional events such as regular progress updates, workaround, escalations, RMA, on-site engineer, tiered or multi-levelled support, or any number of additional events that are unique to your Customer support process.
Using the Baseline Model Provided with the App Marketplace Installation
If the CloudSET SLA Management App has been purchased from the App Marketplace then the configuration options have been restricted to remove more complex functionality and capability that would otherwise require on boarding services of a qualified CloudSET consultant.
For this reason the Model Name selection box is fixed with a single modle option (1) and the list of available events is limited to First Response, Update and Solved (2).
Full instructions explaining the purpose and use of various configuration options can be found in te following article: Refining the Event Model
Although this model supports additional events these are disabled unless opting to upgrade your subscription to either extended or advanced level and will normally require the services of a qualified CloudSET Implementation Consultant to understand your customer support process and advise on how best to make use of the additional enablers.
Should you have a requirement to make use of the extended functionality then please contact firstname.lastname@example.org to discuss your needs.
Using the Extended and Advanced Modelling Capabilities
Your SLA polices might involve the need to support a more complex process including additional events such as workaround, escalations, RMA, on-site engineer, tiered or multi-levelled support, or any number of additional events that are unique to your Customer support process.
In this case it will be necessary to subscribe to the extended or advanced level models and configurations available as part of the CloudSET SLA Management App and it will be necessary to gain a full understanding of your customer support process and how best to enable your SLA needs.
The work necessary to complete this task will be facilitated by your assigned, qualified CloudSET Implementation Consultant and once equipped with the necessary understanding will ensure all involved events and options 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 Implemenation Consultant to arrange for the introduction of a new model template with additional events and options.
Once your event model has been configured it shouldn't be changed unless otherwise advised by your CloudSET Implementation Consultant or on the advice of the CloudSET Support Team.
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.