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Why SLA-Based Incident Management Is Crucial for Today’s Businesses?

July 14, 2016

A service-level agreement (SLA) defines the level of service a company is required to provide to a customer. It accounts for reliability, responsiveness and other service-level metrics. If a company fails to meet the terms defined in an SLA, it risks brand reputation damage and revenue losses. Worst of all, a company may lose a customer to a rival due to its inability to meet a customer’s service-level requirements.

Ultimately, it is a company’s responsibility to do everything possible to meet SLAs. With an incident monitoring and tracking system that delivers SLA-based management, a business may be better equipped than ever before to do just that.

SLA-based management capabilities allow alert tracking system users to simultaneously manage a company’s service levels and prioritize incident management workflows.┬áThe system empowers users to define workflow timelines based on SLA deadlines. Users also can define policies based on SLAs and trigger workflow escalations accordingly. These capabilities ensure incident management team members and other key stakeholders are instantly notified any time a business risks missing an SLA deadline.

Additionally, an incident monitoring system that offers SLA-based management capabilities enables users to set SLAs globally by priority or at a message-rule level. It even provides incident management team members with details about how they are performing against SLAs for specific priorities or policies. As a result, incident management team members can gain the insights they need to drive ongoing improvements.

When it comes to incident management, there is no reason to leave anything to chance. By deploying an incident tracking system that provides SLA-based management capabilities, incident management team members can easily keep track of SLA deadlines. This system gives incident management team members the tools and insights they need to help a business avoid extended downtime and outages. Best of all, this system helps a company meet customers’ service-level requirements and ensure its customers receive the support they deserve at all times.