The new pricing structure that was unveiled during last week’s 4me Connect 2020 event includes one plan that is completely free. This Freemium plan makes it possible for a support organization to set up a self service portal for the people they support. This portal can be branded so that it adheres to the corporate […]
Category Archives: Service Level Agreements
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Kelvin Franklin
StatusCast App Added to the Xurrent App Store
We’ve added enhanced functionality to Xurrent with added capability building on the recent StatusCast platform acquisition. The new capability (described in detail below) requires minimal configuration and can have you up and running in under 10 minutes. The feature is accessed and installed via the Xurrent App Store. Earlier this year, Xurrent acquired StatusCast, a […]
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Patrick Bakker
SLA Breach Notifications for Standard Requests
Since a few months it is possible to define SLA Notification schemes and relate these to the ‘Response and Resolution Targets’ section for incidents with impact ‘Low’, ‘Medium’, ‘High’, and ‘Top’. This is done to notify certain people when an SLA target is about to be breached, so that everything can be done to prevent […]
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Patrick Bakker
New Reports on Customer-Affected SLAs
Based on the service hierarchy, the 4me service provides a sophisticated mechanism for generating accurate real-time SLA reporting. The input for the SLA reports is the affected SLA records (ASLAs), which are automatically generated when requests are created or updated. When a request is passed down the service hierarchy by linking a child service instance […]
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Patrick Bakker
SLA Supplier Visualized in ASLA
Since a few weeks, the information that is necessary to identify a request in a supplier’s service management system that is different from 4me, is no longer stored per request but per account. This ensures that this information is no longer overwritten when a request is assigned to another, trusted account. The Supplier and Supplier […]
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Cor Winkler Prins
SLA No Longer Affected
Sometimes an SLA is no longer considered affected by a request. That happens, for example, when the provider that is responsible for the SLA has rejected the request.
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Patrick Bakker
Service Level Manager Can Share Dashboards
Earlier this year, the customer representative(s) of an SLA were given more privileges in 4me. Since then, they are able to see the ‘All Requests’ section in 4me Self Service and also have access to dashboards in the self service portal. For this, the option ‘Shared with customer representatives’ within a dashboard form in the […]
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Wouter Wyns
How to Slice a Watermelon?
The watermelon effect: This beautiful metaphor first popped up in the service management world during the early 2000s, and how relevant it still is! Anyone who has been involved in outsourcing services for a while probably recognizes the image of that green watermelon with its red core – all the SLAs and KPIs are green […]
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Patrick Bakker
Clock Stopped System Notification
When a provider must wait for some customer action before work on a request or task can continue, it should not be held accountable for SLA breaches. By setting the status of the record to ‘Waiting for Customer’, the SLA clocks for the provider are stopped. When this happens, a system note is now generated, […]