Report and Resolve SLAs
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Report and Resolve SLAs
Home >> Report and Resolve SLAs
Report
Our reporting model is designed to deliver optimal results by leveraging the expertise of our Global Subject Matter Experts (GSME) teams. We take great care to understand the specific issues our clients are facing by actively listening and immersing ourselves in their situation. This allows us to carefully tag and assign the appropriate team of GSMEs who possess the relevant knowledge and experience to deliver the best possible outcome. Our approach is focused on providing tailored solutions that meet the unique needs of each of our
clients.
Chat
Just say Hi & to get the support. This chat box helps you to provide quick support for the query you would like to report us and get the proper expert assistance
Phone
Call us at our support center Our client care persons carefully listen to your concerns, understands the pain area and provide you with the best expert assistance
concerns [email protected] Email ID. Please write brief explanation on the issue you are facing and the type of support you are looking for. We analyze the issue and understand and provide the expert for troubleshooting
Here’s what you get with User Support Desk
24/7 support
Get expert answers, any time of the day for the questions you may have about your SAP SuccessFactors HXM quires.
Resolution for your particular requirements
Our team listens & understand your specific instance configurations, workbooks, legacy systems, integrations and support (including mobile app).
Set your bar-up to get your queries resolved
Most quires are addressed on the first call. For more difficult cases, we engage multiple teams and provide regular updates until your queries/ issues get resolved.
Issue reporting/Ticket status
Get periodic updates on performance indicators like opened and resolved support cases, support contacts, and response times.
Resolve
The Bizx Tech support team follow a standardized process to ensure efficient and effective troubleshooting. Here are the steps that IT support can take to resolve application issues:
- Identify the Issue: Collect all the necessary information from the user such as error messages, screenshots or steps to reproduce the issue. It is essential to have a clear understanding of what the user is experiencing.
- Research the Issue: Once the issue has been identified, the IT support team can consult a knowledge base or technical documentation to identify possible solutions to the problem.
- Test Solutions: IT support can try different potential solutions with the user. This can include suggesting a particular troubleshooting step, carrying out a system update, or running diagnostic tools to analyse program performance.
- Verify Issue Resolution: After applying a solution, IT support will confirm with the user whether the issue has been resolved. It is essential to make sure the solution fully addresses the core of the problem.
- Document Solution: Once the issue is resolved, IT support can document the resolution in the knowledge base or related records to prevent the issue from occurring in the future.
- Follow-Up: Follow up with the users to ensure that the issue has not recurred and they are satisfied with the resolution.
- Application not working as expected
- Not getting the right solution at right time
- Whom to reach out and when?
- User adoption/ Re-conducting of trainings
- Turnaround time miss
- Reporting of repeated issues
- Lack of Global Product Expert support
- Technical expert with business knowledge
- 1 Hour ticket resolution We understand & fix it
- Module based & Bizx package support
- Integration related issue support
- Factsheet based support/Ticketing tool
Service Level Agreement
| Level of Cover to be offered | Monday-Friday |
|---|---|
| Normal Support | 09:30-18:30 or 24/7 support model |
| Out of Hours Support | Not applicable |
| Level of Cover to be offered | Monday-Friday |
|---|---|
|
Normal Support |
09:30-18:30 or 24/7 support model |
|
Out of Hours Support |
Not applicable |
Priority Allocated
| Priority | Max Response Time | Response Target | Max Resolution Time | Resolution Target |
|---|---|---|---|---|
| P1 | 1 hour | 95% | 6 hours | 95% |
| P2 | 2 hours | 95% | 1 day | 95% |
| P3 | 4 hours | 95% | 2 days | 80% |
| P4 | 1 day | 95% | 5 days | 80% |
| P5 | 2 days | 95% | 10 days | 80% |
| Priority | Max Response Time | Response Target | Max Resolution Time | Resolution Target |
|---|---|---|---|---|
|
P1 |
1 hour |
95% |
6 hours |
95% |
|
P2 |
2 hours |
95% |
1 day |
95% |
|
P3 |
4 hours |
95% |
2 days |
80% |
|
P4 |
1 day |
95% |
5 days |
80% |
|
P5 |
2 days |
95% |
10 days |
80% |
Priority Allocated
| Priority | Impact | |||
|---|---|---|---|---|
| High | Medium | Low | ||
| Urgency | High | P1 | P2 | P2 |
| Medium | P2 | P2 | P3 | |
| Low | P2 | P3 | P3 | |
|
Priority |
Impact |
|||
|
|
|
High |
Medium |
Low |
|
Urgency |
High |
P1 |
P2 |
P2 |
|
Medium |
P2 |
P2 |
P3 |
|
|
Low |
P2 |
P3 |
P3 |
|
| Priority | Defination |
|---|---|
| P1 | Critical business deadlines are at risk and no workaround is available to the customer(s) |
| P2 | No immediate business deadline and no workaround is available to the customer(s) |
| P3 | No immediate business deadline or a workaround is readily available to the customer(s) |
| Priority | Defination |
|---|---|
|
P1 |
Critical business deadlines are at risk and no workaround is available to the customer(s)
|
|
P2 |
No immediate business deadline and no workaround is available to the customer(s) |
|
P3 |
No immediate business deadline or a workaround is readily available to the customer(s)
|
