Help Desk Software Service Level Agreements (SLAs) 2

Question 1

What is SLA escalation in help desk software?

Accepted Answer

Increasing the ticket priority after an SLA breach or near-breach

Answer

SLA escalation automatically increases ticket priority, notifies supervisors, or reassigns the ticket when it is at risk of or has already breached the SLA.

Question 2

In help desk SLA reporting, what does 'SLA compliance rate' measure?

Accepted Answer

The percentage of tickets resolved within the agreed SLA timeframe

Answer

SLA compliance rate is the percentage of tickets that were resolved (or responded to) within the time limits defined in the service level agreement.

Question 3

What is the purpose of SLA warning notifications in help desk software?

Accepted Answer

To alert agents when a ticket is about to breach its SLA deadline

Answer

SLA warning notifications proactively alert agents and managers when a ticket is approaching its deadline, giving them time to act before a breach occurs.

Question 4

Which SLA metric tracks the average time from ticket creation to final resolution?

Accepted Answer

Mean Time to Resolve (MTTR)

Answer

Mean Time to Resolve (MTTR) calculates the average duration from when a ticket is opened until it is fully resolved and closed.

Question 5

What happens to SLA timers when a ticket is placed 'On Hold' or 'Pending Customer' status?

Accepted Answer

The SLA timer is paused until the ticket is updated or customer responds

Answer

Most help desk systems pause the SLA clock when a ticket is waiting on customer input, since the delay is outside the support team's control.

Help Desk Software Practice Test

Help Desk Software Practice Test

Help Desk Software Service Level Agreements (SLAs) 2