Meet your clients expectations, provide high quality of assistance
and service via creating effective SLA characteristics.

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Service agreement

Providing technical support based on SLA proves that you provide measurable and predictable services. Your customers therefore receive a guarantee that the reported problems will be solved in a timely manner.

In IQ.contract you can specify the details of the agreement, such as the individuals responsible for its implementation or the duration of the service contract. Thanks to this before the expiration date, consultant receives a reminder about the renewal offer to be sent to the customer. The application also allows you to enter/edit the terms of cooperation signed with the client and set up required parameters for the tickets sent to IQ.desk application, As a result each received ticket will include time management parameters regarding the time frames for resolution.

Handling requests accordinly to SLA

As part of an active service contract, all requests coming to IQ.desk have set time frames for finding the solution and completion (by the specific agent assigned to the request).

Additionally, team mates with expired,completed or almost completed own tasks would be marked by the system in appropriate colors as stuff available to support the consultant with task completion on time.

SLA Settings

IQ.desk allows you to adjust effectively and flexibly the time parameters to the to the handling service request process.. In the SLA settings, you can specify the relationship between the status of the request and the settings of the stopwatch which turns on or off individual lead times, thus ensuring that service support is provided in accordance with the provisions of the contract.