TheVisionWorld , providers of an extensive web-based helpdesk software “Vision - helpdesk”, today announced their new partnership with WebHostingChat , one of the leading Web Hosting discussion forums.

Partners

“Vision” is a promising helpdesk software, having a potential to deliver features that any organization needs to manage their day to day customer care and support activities. “Vision” provides the optimum combination of call management automation, functionality and flexibility, delivering a comprehensive Helpdesk solution that satisfies most IT service managment requirements.

“We always urge to help WebHostingChat members by all possible means to improve their business. With this partnership, we can now offer Free Vision Helpdesk Annual License to our most active members. ( Eligibility - A member should have minimum 100 posts on WebHostingChat)”, said WebHostingChat
CEO - David Kathir”.

A helpdesk plays an important role for a company, it not only opens communication channel between customers and the company but acts as a central hub for help and information for both customers and company employees. Keeping this in mind, Company HR. Preeti Sharma comments, “We’re really excited with this partnership since the major client base for “Vision” is definitely the Webhosting Sector. We  view our partnership with WebHostingChat as an important step forward in our continuing goal to make “Vision” more widely available to businesses of all sizes.”

What is SLA ?

SLA is an abbreviation for “Service Level Agreement“.  (SLA’s) are fundamental to both providers and recipients of services. It means to have guaranteed response or resolution time for incidents ( trouble tickets).

SLAs normally are part of a contract between a customer and a service provider.

For example, A SLA between Webhosting Company and its customers could be –15 mins response time & 1hour resolution time.

How SLA is implemented in Vision Helpdesk?

Vision helpdesk manages to implement SLA in a comprehensive manner, It offer methods to add working Schedules, SLA Plan and SLA Application to tickets, ticket status (open, hold etc ) ticket priority wise etc.. Additionally Vision offers SLA report generation tool that help the service provider to gain a complete insight of each ticket/client to find out if the SLA was maintained.

Three steps to setup SLA with Vision Helpdesk

1. Create Schedule
2. Add SLA Plan
3. Apply SLA Plan

Creating Schedule is defining the working hours for each day in a week (This hours are when SLA will be considered)

Adding SLA Plan is mainly setting up Overdue Time -This time decides SLA Plan.

Applying SLA Plan is nothing but defining which queue tickets will fall under SLA Plan.

How to check if SLA was maintained?

Vision offers SLA Report tool — which allows you to generate reports on fly and it gives you SLA per ticket status.