Under the SLA tab, it states:"BETA: You can try these out but do not rely on them for real use yet."
Please advise if this statement is still valid or is the SLA now fully functional.

Ideally, for an MSP, SLAs should be assigned to customers and the tickets assigned to that customer will inherit the SLAs based on ticket priority. Having the techs assign the SLA is more work and is more prone to error. Also, SLAs need to optionally honor business hours. Some customers only pay for support during standard business hours and some pay for 24/7/365. The SLAs should at a minimum cover initial response and then resolution time. OTRS is setup very well and would be a good reference point

All our SLA clients have X amount of hours built into their contract. If they go over those hours then they are billed at Y amount of dollars per hour gone over. I would like to see integration into the recurring invoices that allow us to say this particular client has X amount of hours per month and if they go over then any ticket that gets converted to an invoice automatically has their hours deducted and if they go over then they are billed Y amount of dollars on each invoice per hour.

Really liking the new SLA feature set. I would like to see a few enhancements to it.
1. Allow multiple SLA's per client. We have clients that have Managed IT on computers but we might do project work or website design for them that is billable.
2. Assign SLA by ticket type - this would possibly resolve #1 as well. I don't care about SLA stats for in-shop repairs but I do on managed clients, I don't need the same SLA on a website change as I do on managed services, etc.
3. Add for automated roles to the SLA, breach assign to Nick, Close to breach assign to Shay, etc., if at xx time or ticket type set priority to xxxx.
4. Implement SLA alerts in the notifications.

To add on to what @Mark @ Apple Repair Co stated, this needs to take into account Business hours. Our Repair area isn't open on weekends. A stat that we continually stuggle with is the RTAT in our real Business Days. It would be GREAT if we could adjust this feature to take into account weekends and holidays.

We undertake repairs for insurance companies and manufacturers in the UK and they constantly monitor RTAT (Repair Turnaround Time - The time taken in days from ticket creation to ticket completion not necessarily ticket invoicing), LTP (Long Term Pending - the percentage of Tickets that breach your target RTAT for example 3 days or 7 days etc), ACR (Average Cost of Repair), RRR (Repeat Repair Rate - this would monitor your recalls) and many more!

+1

+1 for MSP feature

@rob - the best way for an MSP to track time is to use the ticket timer, and just put time entries on tickets. We'll have really strong reporting for those time entries coming in the immediate future. Don't convert those to "ticket charges" if you don't intend to bill them.

We are going to have some MSP reports that cover things like, profit per client etc - as long as you are putting COST on your labor product, and using the ticket timer, and using contracts - we should be able to provide you some good data in the reports shortly.

As a part of this the pre-paid hours should auto reset. Many MSP's allow a certain # of 'included/free' hours each month. By having the prepaid minutes expire and auto replenish (like cell phone minutes) it would allow billing for anything that goes above the allotted pool of minutes.

We have lots of customers on contract that have All You Can Eat service. Because of that, we open tickets, work on the tickets, close the tickets.

We don't generate invoices for these customers. Unfortunately, that means we are not able to easily track time spent on these issues.

It would be nice if we were able to bill normally, but the way the contract is configured would then negate certain charges against a customer because they are covered under a plan.

I don't know if I'm explaining this correctly or even if I'm writing in the right spot. Thoughts?

This is a great idea and something that needs to become available within Repairshopr ASAP. We undertake repairs for insurance companies and manufacturers in the UK and they constantly monitor RTAT (Repair Turnaround Time - The time taken in days from ticket creation to ticket completion not necessarily ticket invoicing), LTP (Long Term Pending - the percentage of Tickets that breach your target RTAT for example 3 days or 7 days etc), ACR (Average Cost of Repair), RRR (Repeat Repair Rate - this would monitor your recalls) and many more! These KPI's need to be displayed for your overall tickets created but also for a number of tickets created for one particular client or customer...

We are about to sign up but not having this facility will mean that we have to do a work around to ensure that we have all the escalations in place and minimise the risk of missing a target.

Any news on this as this would help us decide

Any update on this?

I think this would be a good idea also.

any progress on this?

this is a great idea

Reporting on individual clients would be a huge benefit. Would like to be able to report on time taken to resolve tickets and how many low/medium/high/ priority tickets in a set time frame for each client would allow us to compare against a service level agreement.

Any progress?