Service Agreement Reports

Request SLA Times by Customer

Derived by selecting a Customer, lists each of their requests, SLA target and actual times.

 SLA Times by Request

Lists SLA targets and actual times for each request with a Service Level Agreement.

Request SLA Times by Org Unit

Derived by selecting an Organizational Unit, lists each of their requests SLA target and actual times.

Request SLA Times by Priority

For each Priority, displays a list of request SLA targets and actual times.

Request SLA Times by SLA

For each Service Level, displays a list of target and actual times for requests assigned that SLA.

Request  Times by Service Provider

Derived by selecting a Service Provider, displays a summary of all Underpinning Contracts fulfilled.

Mean Request SLA Times by Customer

Derived by selecting a Customer, displays a list of the average SLA target and actual times against each SLA and request Priority.

Mean Request SLA Times by Org Unit

Derived by selecting an Organizational Unit, displays a list of the average SLA target and actual times against each SLA and request Priority.

Mean Request SLA Times by SLA

Displays the average SLA times for each SLA and request Priority.

Mean Request Contract Times by Service Provider

Derived by selecting a Service Provider, details the calculated average Response, Restore and Resolution time for the Vendor’s Contract.

Total Request Time by Customer

Derived by selecting a Customer, displays the total amount of time spent by Technicians working on their requests.

Request Achievement by SLA

Derived by selecting a Service Level, displays the request total that met the SLA times compared to the Incident total that was unsuccessful.

Request Achievement Per Technician

Technician achievement rates with the percentage achieved, is reported against a selected SLA.

Request Achievement Per Customer

Achievement rates with the percentage achieved displayed across Customer,ais reported against all or a selected SLA.

Request Achievement Per Org. Unit

SLA achievement rates with the percentage achieved across Org. Units, as reported against all or a selected SLA.

Reason for SLA Breaches

Derived by selecting a Service Level, displays the request total with an SLA breach explanation.

(Breach reasons are based on the Breach Codes created under the Service Level > Breach Code tab.)

Breached Request Information

Lists each request with an SLA breach, including the point where the breach occurred (Response/Restoration/Resolution) and if an explanation was provided.

Breached Request Information by Team

For a selected Team, the report lists each request with a SLA breach, including the point where the breach occurred (Response/Restoration/Resolution) and if an explanation was provided.

Active Contracts by Service Provider (Summary)

Derived by selecting a Service Provider, displays a summary of underpinning contracts currently being fulfilled.

Active Contracts by Service Provider (Detailed)

Derived by selecting a Service Provider, lists each current request covered by an underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times.

Active Contracts by Service Manager (Summary)

Derived by selecting a Service Manager, displays a summary of underpinning contracts currently being fulfilled.

Active Contracts by Service Manager (Detailed)

Derived by selecting a Service Manager, lists each current request covered by an underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times.

Item Availability

Based on the defined Item Category and Minimum Criticality, the percentage Uptime of all Items for each Item Type  is reported against the SLA uptime and also displays if breaches have been recorded.

Maintenance Contract by Expiration Date

Displays a list of Contracts with contact name, start and end dates for the time period entered.

Service Level Report Attributes

Response Time

Actual Response time recorded.

SLA Response Time

SLA target Response Time.

Restore Time

Actual Restoration time recorded.

SLA Restore

SLA target Restoration Time.

Fix Time

Actual Resolution time recorded.

SLA Fix

SLA target Resolution Time.

Breached

Whether the SLA has been breached.