Fault and request management system equipped with SLA capabilities
Service providers should be able to track failures, demand and request management, support, or change requests that may occur after the service they provide and improve their business with reports containing critical insights.
Hermes' process-based workflow approach allows customization of failure or request management. You can set up which teams the request or failure notifications will go to, who will approve them, SLA information, and related processes. User-based flow control also allows control and manage the process and page access.
Workflow processes are based on records. Each case record is poured into the process with its specific setups, and the case life cycle progresses step by step accordingly. When a new case record is created, the relevant teams, SLA obligation, and approval processes are determined according to the defined flows.
Hermes' role-based approval mechanism ensures that all partners can track and manage failures. All SLA processes related to faults can be followed through Hermes. The detailed SLA reports generated by the solution make accessing all SLA information about technical failures easier than ever.
Control Panel Failure