The calculation and execution of future SLA event times is achieved by a sophisticated timer web service operated by CloudSET as a SaaS. This is needed because background business logic can't be run directly on the Zendesk Platform. The CloudSET SLA-M™ web service works in conjunction with a set of Zendesk triggers, and makes use of Zendesk targets and API, to communicate with Zendesk on an ongoing basis.
The CloudSET SLA-M™ web service uses a SLA specification defined by a configured process model especially designed to support SLA workflow patterns. A comprehensive SLA-M Configuration Tool™ is used to capture the specific SLA specifications to be used.
For operational resilience, SLA processing requests are sent to two regionally dispersed datacenters.
The SLA-M Configuration Tool™ automatically generates all the required Zendesk triggers and targets. This makes it quick and easy to change the specification and to implement upgrades and fixes.
The SLA-M Configuration Tool™ comprises a number of sections, starting with the selection and high-level configuration of the most suitable SLA workflow model, for an accelerated start point. This arranges the configuration itself, so that we only ever ask you to provide the absolute minimum level of configuration data.
A software generated diagram of your SLA process workflow. This visualization always reflects the current set-up, allowing you to check that your set-up reflects your process and help communicate to your team.
Next comes defining your working week patterns, including regional timezones and public holiday exclusions. Set-ups can be as simple as one business hours working week schedule, one public holiday exclusions list, within one timezone region, or it can extend to multiple variants on this.
The next step is to define your SLA Plan(s). Having selected the SLA Event types that you wish to include on the model set-up stage, these will then be included into each SLA Plan that you create. Determine next if you need to set up different times depending on the ticket priority, then start setting the individual times.
The last stage is to configure any supplementary business logic such as stop-the-clock and the SLA warnings/breach notifications. Once this is complete, the whole configuration is saved and used to generate all the triggers and targets needed for operational use.
Set-up is consultancy led. A CloudSET consultant will work with you to understand your SLA needs and translate your SLA specification into a fully configured solution. This process will include knowledge transfer to enable you to evolve the solution with little or no further direct consultancy support.
The implementation methodology covers:
- Kick-off: Confirm requirements, solution design, and implementation process
- Set-up the CloudSET SLA-M environment & workflow model configuration
- Implementing a custom priority field (if required)
- Setting up working week schedule(s), holiday(s), & regional timezone(s)
- Setting up SLA Plan(s)
- Setting up SLA Event(s)
- Setting up event notifications & extended business logic
- Review: Demonstrate candidate set-up
- Rework as required
- Providing details on how to set-up violations metrics, but not the actual GoodData reports
- Launch: Operational switch-on
- Bedding-in & ongoing operational support
- How it Works