ERPNext`s helpdesk contains configurable dashboards that allow you to optimize service problems. Get real-time insights that allow you to identify bottlenecks and implement best practices. But if I opened each problem as a member of the support team and select each ALS, then it shows the incorrect response time and resolve time that is completely different from what I mentioned in ALS and service level. I use problems in the support module to have created priority, level of service and service level agreement. Effective support services are expected to lead to consistent levels of service. The following sections contain relevant information about service availability, monitoring the extent of performance and associated components. With the maintenance plan feature, you can avoid missing maintenance visits. Register the employee and work at each visit and record customer reviews, all with a single click. SLAs are output-based and their purpose is to set the schedule in which the customer receives the service. SLAs do not define how the service itself is provided or provided. To report a problem, users need to send an email to [email protected] Do you want to know more about how ERPNext could take your business to the next level? Contact us with the form below and we`d like to discuss it in detail with you. As we improve our services to improve our customer experience, this support contract is only indicative and subject to changes.

The coverage parameters covered in this contract are: When it comes to an annual maintenance contract, regular maintenance visits are required to maintain the service in service at the end of the customer. Simply save them with maintenance plans. For preset periods, the calendar can be generated automatically. Track customer tickets and issues, manage server levels and track responses and solutions for each priority level according to the table below. Each support problem is categorized according to the criticality and effects of the typing. Reduce ticket loads by creating help items and quill FAQs so your service team can work on complex issues that require their attention. Not only does this broaden your knowledge base, but it also allows your clients to find solutions without having to wait for an agent. A service level contract is an obligation between a service provider and a customer.

Strike ensures that security fixes, patches, upgrades, function extensions are provided and published on time. Here`s the following publication process: To make sure there`s no compromise on the customer experience, Strike solves issues that are marked as critical within 24 hours of business. These schedules are based on the schedules set in the “Priority” field in the “Priorities” table of the service level. ERPnext is an open source ERP software based on Python. The first official publication took place in 2008 and is carried out by an Indian company called Frapee. ERPnext is based on the impact framework which is an expert report, the batteries contain Python server files. There is an official docker image, but at the time of writing, it is not yet ready for use in production.