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support SLA

Erik

Well-known member
#5
Interesting, although I'm wondering how feasible it would be to actually honor something like that. Say if a brand new version comes out and they're overwhelmed with support requests - well, it could be a bit hard to have any kind of response time SLA. :)
 

Shamil

Well-known member
#6
Interesting, although I'm wondering how feasible it would be to actually honor something like that. Say if a brand new version comes out and they're overwhelmed with support requests - well, it could be a bit hard to have any kind of response time SLA. :)
This may sound harsh, but in my experience, the business just contracts more support staff.
 

Shamil

Well-known member
#8
SLA contracts aren't cheap. And they shouldn't be :D
Yep, a new set of high, unprecedented standards. Whilst I know I won't be working as support staff here, I can tell you it'll get pretty interesting, both possibly hectic, and, awesome.

To help me keep in line with SLA and such, I use Kayako's feature set - since I use Kayako for my stuff anyway. I still can't remember why I randomly bought an owned license.