Support Revolution raises the bar again on support SLAs

SLA Support

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 right or being met, then the service isn’t right. This is why we spend time with new customers agreeing on priorities and explaining our SLAs up-front.

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

That’s why we’re proud that, in the last 12 months, we met our SLA targets 100% of the time for 10 out of the 12 months (and the two months that we didn’t hit 100% came in at 99.4% and 99,6%). This means that 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. This means customers know that their day-to-day support is covered and do not need to worry about it, allowing them to focus on their business.

Kiran Gorajala, Head of Delivery at 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 who fudge their numbers or who 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. Click here to see how we approach SLAs in this white paper – or 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 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 based service desk system and processes.

These priorities are agreed with the person raising the issue and determine what our SLA is.

Support Revolution 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, which is much 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 (that 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 10th working day of the month, which covers the previous periods 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 who provide little to no recompense for missing their SLAs, we believe in our targets and our promise to you to fulfil them.

Because of this, we provide service credits if we fail to hit our stringent support targets, although we’re proud to say that we are yet to issue a single credit to any of our customers because of missed targets. But, if we ever did miss our SLA, Support Revolution provides a credit of up to 16% of the monthly fee.

How does this compare to Oracle and SAP SLAs?

The software offerings by Oracle and SAP are very much the gold standard of the ERP world, and you could easily assume that the SLA’s of their support agreements 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 white paper 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 our approach to SLAs will make you remember what good support is!