Deliver on time with Service Level Agreements (SLA)
Service Level Agreements are contracts set up between you and your customers about the level of service that you provide, by defining rules saying 'this critical bug has to be resolved within so many hours'. Set up different levels of escalations to make sure this contract is never breached and automate certain actions at each step, like reassigning the bug to a senior developer.
Hassle free monitoringAutomation all the way
Once you create an SLA and specify the conditions under which it is to be executed, the entire process becomes automated. Remove the hassle of monitoring every step of the way.
Perfect targetsSet definite targets to achieve
For each SLA you create, define targets that you want to aim for. For example, define that any bug that is a 'Showstopper' should be closed within 6 hours or that a resolution should be posted in an hour.
Timely intimationEscalation management to save the day
If a bug remains unsolved, the escalations can be at multiple levels. A senior developer can be informed in two hours, a tech lead in four hours and a project manager in six hours. Specify the action to be taken at each of these levels.
Everyone on the trackKeep Customers in The Loop
Keep your clients updated on how bugs are progressing with the help of email notifications, that are triggered when certain predefined conditions are met. Let them be assured that bugs are being handled in the best possible manner.