Service Levels Service Standard Groups [Central]

You can centrally create Service Level and Service Standard Groups.

After creating a group, under the "Priority Levels and Service Standards" tab, the system will display a matrix table for you to fill out.

The columns of the table contain the following fields:

• Priority Level: Service Priorities [Central] are listed.
• Response Standards: These indicate the standards for responding to a problem (responsibility, time, percentage of service standard).
• Problem Solving Standards: These indicate the standards for resolving a problem (responsibility, time, percentage of service standard).
• Notification Standards: These specify the notification standards (responsibility, notification, timeframe) following the initial response to an emerging problem.

The rows of the table contain the following fields: (The standard to be specified should be indicated in the parentheses above.)

• Responsibility: Indicates whether you have responsibility for meeting the above standards.
• Duration: Indicates that you are responsible for meeting the standards mentioned above.
• Service Standard %: Indicates the percentage of service standards you must adhere to while meeting the standards mentioned above.
• Notification: You can specify whether the customer will be notified only once or repeatedly after the response.