How Support Revolution SLAs raise the bar on industry standards

SLAs are important in the support industry. They are the main way we measure how fast and efficient our solutions are, and how we report back to our customers on our performance. If the SLAs aren’t accurate or being met consistently, then the service isn’t right. This is why Support Revolution SLAs involve spending time with new customers agreeing on priorities and explaining our SLAs upfront.

The strategic focus of our management and service delivery teams in recent years has been to improve the quality and standards of our SLAs. They also strive to maintain our high performance against them in line with our ITIL processes and service desk system.

That’s why we’re proud that, in the last 12 months, Support Revolution SLA targets were met 100% of the time for 10 out of the 12 months. Our overall percentage for the financial year was 99.9%, up from 99.8% in the previous year.

For me, a great SLA means excellent quality of service to our customers and high customer satisfaction. Customers should know that their day-to-day support is covered and they do not need to worry about it, allowing them to focus on their business.

Head of Delivery, Support Revolution

How we approach SLAs

But how do we set our SLAs? And how do we measure and report on them? We’re all too aware of support vendors that fudge their numbers or mislead their customers with fake SLA agreements that they don’t stick to.

We pride ourselves on providing top-tier support, and we prove it daily with our rigorous SLAs. For more of an in-depth explanation on our approach to SLAs, download our free guide. Alternatively, keep reading to see a brief guide on what you can expect from Support Revolution.

Efficient response and resolution times

Unlike Oracle and SAP, we have clearly defined response and resolution times for each incident priority. And when we say resolution, we mean resolution. We don’t provide action plans, self-help guides or workarounds. We solve the problem for you.

Each incident raised is allocated an Impact (High, Medium or Low) and an Urgency (High, Medium or Low) in line with our ITIL processes and service desk system.

These priorities are agreed in advance with the person raising the issue.

Support Revolution SLAs: Response and Resolution Times:

Priority Target Response Time Target Resolution Time
1 15 minutes 2 hours
2 1 hour 4 hours
3 4 hours 3 days
4 8 hours 5 days
5 3 days 10 days

Support Revolution Priority Matrix:

Impact Urgency Calculated Priority
High High 1
High Medium 2
Medium High 2
Medium Medium 3
Medium Low 4
Low Medium 4
Low Low 5

We have successfully resolved over 99.9% of incidents within their SLA targets over the last 12 months; miles higher than the industry norm. Hitting our SLA targets is a key performance indicator (KPI) set by the Support Revolution Board to measure the quality and success of the service we deliver.

Transparent, automatic, and useful reporting

Our SLAs are embedded within our Remedyforce Service Desk system (what our customers use to submit tickets and communicate online with our support teams) and used by it to automatically assess our performance in real time.

Our Remedyforce system includes a service management dashboard that customers can access at any time to get a clear understanding of our performance on any incident.

But we don’t just rely on self-service reporting. With us you get:

  • Monthly/quarterly meetings with your dedicated account manager to discuss the overall satisfaction and ‘health’ of your account and any actions to maintain/improve it
  • Monthly/quarterly meetings with your service delivery manager to discuss the previous period’s incidents, any outstanding issues, and any next steps
  • Monthly report issued on the tenth working day of the month, which covers the previous period’s incidents and SLA compliance
  • Weekly support call with your support team to go through open tickets and next steps

Real service level management

Unlike Oracle and SAP that provide little to no recompense for missing their SLAs, we believe in our targets and our promise to you to fulfil them.

How does this compare to Oracle and SAP SLAs?

The software offerings from Oracle and SAP are very much the gold standard of the ERP world. You could easily assume that the SLAs for their support would be of similar quality. But as we’ll reveal below, this is very far from the case.

Oracle Priority Support SLAs:

SeverityResponse Time Goal (90%)
11 hour (available 24/7)
22.5 local business hours
3Next business day
4Next business day

SAP Enterprise Support SLAs:

PriorityInitial Response TimeResolution Time
11 hour (available 24/7)4 hours
24 local business hoursN/A

At first glance, both Oracle and SAP’s SLAs appear to offer quite good support terms. But as we’ll go on to show you, these SLAs are not as good as they seem.

Our guide on SLAs explores what makes a good SLA in the support and service industries, why you are being underserved by Oracle and SAP, and how Support Revolution SLAs shows what good support really is!

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