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.
Patrick is 4me's Product Manager. After completing his studies in information science and applied linguistics, Patrick came into contact with service management processes as an IT consultant for CGI and as a billing specialist for World Online, Ziggo and Embratel. He then started his own copywriting business and a school where children learn about new technologies. This rare combination of experiences helps Patrick as he explains the unique benefits that 4me has to offer as an enterprise service management solution.