Customer Training – Connectwise...

Customer Training – Connectwise SLAs

Where Status Are Within Connectwise

2

5 Escalation Statuses Available

1.  “We have NOT responded” 2.  “We have responded” 3.  “We have created a plan” 4.  “We have resolved the issue” 5.  “We are waiting (do not escalate)”

3

Sample Ticket Flow by Service Status

4

New

Assigned

In Progress

Resolved

Avg Time To Acknowledgement Typical Target < 15min Published SLA < 30min

Avg Time to ResoluDon Plan Typical Target < 2 Hours Published SLA < 4 Hours

Avg Time to ResoluDon Typical Target < 4 Hours Published SLA < 8 Hours

Sample Ticket Flow by Escalation Status

5

We have NOT responded

We have responded

We have created a plan

We have resolved the issue




* Note: SLA status “We are waiDng (do not escalate)” stops the clock

Calculation of the 3 SLAs Available

1.  Average Time to Acknowledgement = Difference between “We have responded” & “We have NOT responded”

2.  Average Time to Resolution Plan = Difference between “We have created a plan” & “We have responded”

3.  Average Time to Resolution Time = Difference between “We have resolved the issue” & “We have created a plan”

* Note: SLA status “We are waiting (do not escalate)” stops the clock

6

Sample Ticket Flow by Service Status with SLA Definitions

7

New

Assigned

In Progress

Resolved

Avg Time To Acknowledgement is the difference in Dme spent

between New and Assigned Status

Avg Time to ResoluDon Plan is the difference in Dme spent between Assigned and In

Progress Status

Avg Time to ResoluDon is the difference in Dme spent between In

Progress and Resolved Status

* Note: SLA status “We are waiDng (do not escalate)” stops the clock

Two Step Close & SLA Impact

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Sample Statuses on Service Desk Board

9

BrightGauge SLA Gauge Sample #1

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12

Sample Ticket Flow

13

New

Assigned

In Progress

Resolved




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Customer Training – Connectwise...

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