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Sla/request escalation : for information

SLA Management – Associate end users/customers into service level groups (account types)

Business Rules – Create service level related business rules for each service level group.

Escalation – Auto escalate/re-assign tickets to another person or team.

Notifications – Auto email notifications (i.e. to a pager/mobile phone) to appropriate Help Desk personnel/management if a ticket is not responded to or closed within the defined time period.

Logging/Reporting – Define service level log events as informational, warning or failure allowing report generation on failures and near failures. Generate charts of SLA performance.