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, saying that the SLA clocks have stopped. A similar system note is generated when the clocks are running again. This makes it even clearer for all parties when the provider is not currently responsible for breaching the resolution targets. It also ensures that afterwards it is easy to see in the notes for which periods the provider was not accountable.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.
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