SLA PowerBox: Simplifying Service Level Agreements

SLA PowerBox

Simple Service Level Agreements (SLAs) can be easily managed using the built-in tools within Service Desk. However, when it comes to more complex agreements that account for various levels of support, numerous exceptions, and specific conditions, standard solutions become insufficient. The situation becomes even more challenging when there is a need to handle both low-level technical support in Service Desk and more complex consultations conducted in Jira at the same time.

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SLA PowerBox is a tool specifically designed to handle such complex scenarios. With its advanced configuration capabilities, administrators can adjust SLA durations not just based on ticket statuses, as seen in standard tools, but primarily by calculating based on events. This provides virtually unlimited possibilities for creating complex rules and exceptions within an SLA agreement, which is crucial in sophisticated support environments.

One of the major advantages of SLA PowerBox is its compatibility with both Jira and Service Desk. This means that SLA durations can be tracked simultaneously across both systems, providing full control over service delivery.

This integration not only enhances time and quality management for support services but also simplifies the generation of detailed reports and invoices for clients, ensuring they are clear and transparent.

Benefits

Take Care of the Customer

Thanks to SLA Clocks in the Service Desk, your customers will feel more in control of the process.

Manage Multiple SLAs

Regardless of how many complex agreements you manage, SLA PowerBox will handle it.

Measure, Analyze and Improve

SLA clocks, reports, and the analytics module will help your team enhance performance.

SLA PowerBox Features

Managing Complex and Multiple SLAs

With SLA PowerBox, you can create custom metrics and precisely define when agreements should start, pause, resume, finish, cancel, or even restart. This offers nearly unlimited possibilities for managing SLAs based on the needs of your organization.

Additionally, with goal-setting capabilities, you can easily establish deadlines for tasks selected using JQL-like formulas. This flexibility allows for better alignment of SLAs with the specifics of each project and process, which is crucial in complex operational environments. An important aspect of configuration is also the ability to define working days and hours, enabling you to tailor SLA agreements to the actual working hours of your team.

Track KPIs, Analyze and Report SLAs

Employees involved in task resolution can easily see how much time is left before a deadline is exceeded thanks to SLA clocks located next to tasks in Jira. The color indicators will help them quickly understand how much time remains to meet the limit. In case of an audit, you will be able to demonstrate how the statuses of each ticket have changed individually, and the analysis and reporting modules will allow you to uncover weaknesses and easily create complex monthly, quarterly, or annual reports.

Monitor SLA Time

Monitoring SLA delivery has never been so simple and intuitive. With SLA PowerBox features, you can track deadlines in real time using special icons marked with colors and symbols tailored to various completion statuses. Green icons signal that everything is on track, while yellow or red indicate approaching or already missed deadlines. This allows for swift responses and preventive actions to avoid delays.

Dynamic Deadlines

Dynamic deadlines in SLA PowerBox are a unique feature that allows for flexible and precise definition of deadlines based on values from custom fields in Jira. This means that administrators have complete freedom to set deadlines according to the specifics of each task or project.

For example, you can set a deadline to a specific date and time using the date and time selector field. If your projects require a more complex approach, you can base deadlines on numerical values from numeric fields. In this case, the deadline can be automatically calculated based on the number of hours or minutes specified in the task.

Application Examples

Managing Multi-Level Support

SLA PowerBox allows for tracking different levels of support within a single project or system, both in Jira and Service Desk. This makes it possible to distinguish SLA agreements for various categories of support, such as first-line technical support (lower-level) and advanced consulting support (higher-level).

Handling Complex Exceptions

The plugin allows administrators to include various exceptions in SLA agreements. For example, for requests that require collaboration with external partners, the SLA duration can be adjusted to external conditions. By basing SLA time calculations on events rather than statuses, administrators can take specific situations into account and handle them dynamically.

Managing SLAs in Complex Business Processes

In companies operating in multiple markets simultaneously or serving customers across different time zones, SLA PowerBox allows for customizing agreements to meet specific local requirements. This may include setting different response and resolution times for clients in various countries, taking into account local holidays and working hours.

Easier Reporting and Invoicing

SLA PowerBox allows for the generation of accurate reports based on tracked SLA times. These reports can be used to create invoices for the hours worked or services provided, streamlining accounting processes and ensuring full transparency in client interactions.

Managing SLA in Integrated Systems

SLA PowerBox works excellently in environments where Jira is integrated with other tools. Thanks to its functionalities, you can monitor and enforce SLAs even in the case of more complex integrations with external systems, while minimizing the risk of service interruptions.