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You may think SLA’s (Service Level Agreements) are just for large companies who service a lot of customers, but even smaller organizations who are only providing internal support can benefit from enacting a SLA.

Service Level Agreements (SLA) measure your support department’s response and resolution times.  It is certainly very beneficial to be able to promise your end users (clients) excellent customer support.  Whether you choose to publish your SLA to your end users or not, measuring this data can also be a helpful way to improve efficiency within your organization.  Managers can set internal goals, and then measure to see how your department(s) is performing against those goals.

The Novo Help Desk software supports SLA’s through the ability to set account types, and run reports based on those specific types.  Individuals and departments can be measured against the internal goals you have set.

So do yourself a favor and take some time to revisit your support documentation and think about an SLA.  Now that you are familiar with the basics you can go deeper and will no doubt reach support targets and goals.

Please contact us to learn more about the Novo support software and what an SLA can do for your customer support goals.