Service Agreements

Service Agreements

rave7 allows you to maintain any number of service agreements per customer. A service agreement defines the terms under which you provide support to your customers. To add a service agreement to a customer, access the Contact Manager, and locate the desired customer, and click the pencil icon to edit their account information:



Next, scroll down to the Service Agreements section and click the "Add New" link:



Finally, fill in the details of the agreement on the form and click the submit button:



When a customer is active in the help desk screen, their service agreement(s) will be listed directly above the problem description. To indicate you want to apply the service agreement to the case, click the radio button to the left of the serial number prior to saving the case:



SLA Alert Rules

You can also setup alert rules to monitor and notify you or another user when cases fall with any specified parameters using the alert rule generator. Access the module by selecting "Alert Rules" from the System Menu:



Then click "Add New" to add a new rule. The following is the general setup for a rule for the call log:



Notes:

The Schema File should be set to "call log.def", and the run interval should technically be set according to the time of the priority you are setting the rule up for. So if you're targeting a 2 hour priority, set the interval to 120.

After saving your new rule, click the "Edit Filter" link to edit the criteria for the rule:



The following is a sample of how to setup a rule to alert you for all open critical cases that have had no activity for 2 hours:



If you want to include only cases that are brand new and have never been updated, then add the following option: