Arrival-on-site targets and a contract's own response times
For work at the customer's site, set how fast a technician must arrive; the target is met when the technician checks in on the visit. A contract can carry its own response times and service hours, which take the place of your general ones for that customer.
PLANSFrom Growth
The problem it solves
- Your AMC promises an engineer on site within 4 hours, but the only record of arrival is the technician's word.
- A customer with a 24x7 contract and a customer with office hours are measured by the same clock.
- Premium contracts are sold with faster times, but the helpdesk keeps counting the standard ones.
How it works
- In an SLA policy, add a target line On-site Arrival for each priority, with its hours and its clock.
- On each kind of issue, keep Needs a Visit ticked where a technician normally goes to the site. Remote kinds, such as a password reset, get no arrival target.
- The technician plans a visit and, on reaching the site, taps Check In in the app. The check-in time meets the arrival target and the position is kept on the visit.
- For a contract with its own terms, open the contract and, under Service Level, choose its SLA Policy and its Service Hours.
- Every ticket the contract covers then takes the contract's policy and counts working hours in the contract's service hours.
Everything it does
Arrival target
- Target kind On-site Arrival, per priority, in hours, on Working Hours or 24x7
- Given only to tickets whose kind of issue has Needs a Visit ticked (on to start with)
- Met by the first check-in on any visit of the ticket, in the app or the back office
- Check-in also records the position and moves a new or assigned ticket to In Progress
- Escalation rules can watch the arrival target on its own
A contract's own response times
- SLA Policy on the contract: it wins over every general policy for the tickets the contract covers
- A policy marked Only Through a Contract is never matched by itself; it applies only through a contract that names it
- Service Hours: a working-hours calendar for this contract; empty means the team's hours
- When a ticket gets a new contract, its targets not yet met are worked out again
- On the portal, the contract shows the response, arrival and resolution times per priority
On the ticket
- The SLA tab lists each target with its deadline, when it was met and Ongoing, Reached or Failed
- Next SLA Deadline shows the nearest deadline still open
- The arrival time sits on the visit, with the check-in and check-out times and positions
Who uses it
Service ManagerWrites the contract's service level and puts the right policy on it.
TechnicianChecks in on arrival from the app, which meets the arrival target.
Team LeadPlans visits so they land inside the arrival target, and is told by escalation when one is at risk.
Customer adminReads the promised times on the contract in the portal.
Where you use it
- Web: Helpdesk > Configuration > Routing and Service Levels > SLA Policies; Helpdesk > Customers > Contracts, Cover tab, Service Level
- The SmartMy Desk app: Check In and Check Out on the visit, with the phone's position. Built and in testing, not in the app stores yet
- Customer portal: Contracts shows the service level per priority
What you control
Settings
- Needs a Visit on the kind of issue: on to start with
- Clock per target: Working Hours to start with, or 24x7
- Service Hours on the contract: empty, so the team's working hours apply
Notifications
- Technician on the Way: to the requester when the technician taps On the Way (Growth)
- Ticket Escalated: to the people of an escalation level that watches the arrival target
Questions
What proves the technician arrived?
The check-in on the visit: its time and the phone's position are kept on the visit, and the ticket history shows who checked in.Can one customer have 24x7 times while others have office hours?
Yes. Give that customer's contract a policy whose targets use the 24x7 clock, or give the contract its own Service Hours.Is the position checked against the site?
No. The position is recorded on the visit for you to see; the check-in is not refused when the technician is elsewhere.Do remote fixes get an arrival target?
No. Untick Needs a Visit on kinds of issue that are handled remotely, and their tickets get only response and resolution targets.Related features
RESPONSE TIMESResponse and resolution targets in working hoursResponse-time policies set how fast your team must reply and solve, per priority, for chosen teams, kinds of issue, customers and tags. Targets count in working hours and holidays or round the clock, pause while a ticket waits, and are never typed by hand.WORKING A TICKETSite visits with check-in and check-outPlan each trip to the site inside the ticket. The customer agrees to the time and is told when the technician is on the way. Check-in and check-out record the time and the phone's position, start and stop the timer, and meet the arrival target.CONTRACTS AND MAINTENANCEAMC contracts and what they coverEach annual maintenance contract says which kinds of issue, sites and units it covers. It also says whether labour, parts, call-outs and after-hours work are free or billable. Every ticket is checked against it and marked Covered, Partly Covered or Billable. A team lead can override that with a reason.RESPONSE TIMESEscalation before a target is missedEscalation rules act when a share of a response-time target has passed, such as 75 % or 100 %. Each level tells the team lead, the customer's account manager or people you name, and can hand the ticket to them.PHONE APPThe technician appYour technicians work their tickets on the phone. They get a queue with the time left on each target, the ticket with directions and a call button, and the timer. They wait, resume and solve with the customer's closing code or signature.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.