SLA AND SERVICE SUPPORT

KEY FOCUS AREAS

Field service management

Field service management allows us to deliver effective onsite service by:

• Help Desk Support
• Live Status Updates
• Online Customer Portal
• Maintenance History
• Inventory Management
• Planned Maintenance Planner
• Asset Management
• Electronic job cards
• Detailed reporting functionality

Planned maintenance

Outlined planned service intervals are prepared in advance and provides client with 24/7 standby and telephonic assistance to mitigate downtime.

Full inventory control of spare parts notifying clients when reaching critical thresholds and measuring spend.

Client login capabilities allowing to view planned service intervals.

Planned maintenance refers to any maintenance activity that is :

• Planned
• Documented
• Scheduled

KPI and reports

Managing our client’s expectations by setting clear guidelines and standards within a formal document and KPI based field service management application.

Metrics created based on our client’s requirements with full reporting functionality available.

KPI & Reports are aligned with customer requirements

Key performance areas based on:

• Reaction Times
• Turnaround Time for Repairs
• Online Customer Portal
• Mean time between Failures
• Total Uptime