Setting Up Service Agreements

1    Define companies and departments, so you can create service level agreements with groups of users. When you create an agreement, it can be either with a specific user or with all users in a department or in a company.

2    Define the escalation levels.

3    Define the service types.

4    Define service levels. Each service level is defined by the following:

    Target times

    Escalation Rules

    Operational Hours

5    Define service agreements.

6    Optionally, define workflow rules. Vector HelpDesk includes default workflow rules for the Service Type and Escalation State fields in Web views.