Service Reporting

The SoftwareOne Service Delivery Manager will provide the Customer with regular service management reports designed to monitor Key Performance Indicators and enforce Service Level Agreements. 

The Service Reports include the following:

• Key Metrics relating to Incidents and Service Requests, including response times, resolution times, numbers of open tickets, types of tickets and SLA performance.

• Project Burndown reports of professional services hours

• Support ticket burndown report showing number of support hours used, against number of support hours purchased.

Custom Reports

The Customer may request that the Service Delivery Manager provide reports that are not included in the standard set. If the effort to build custom reports will require the use of professional services hours, the Service Delivery Manager will ask the Customer to complete a Change Request.