Questions | Answers |
|---|---|
What is an SLA ? | A Service Level Agreement (SLA) is a contract that defines what services a provider will deliver and the expected quality of those services. It sets clear standards, like how quickly issues will be resolved, so both parties know what to expect. |
What is the SLA for the tickets submitted in Freshdesk ? | Please find below table with SLA per categories. |
WH = Working hours
SLA in "I need assistance with my Transport Request" :
Categories | Non-Routine Transport : Priority | SLA (ticket resolved) | Routine Transport : Priority | SLA (ticket resolved) |
I need the POD of a transport request | Urgent | 2WH | Medium | 12WH |
I have a label(s) issue | Urgent | 2WH | High | 6WH |
I need to upgrade a transport request | Urgent | 2WH | Urgent | 2WH |
I need a transport request status | Urgent | 2WH | High | 6WH |
I need to create a transport request (manual TR, backup solution) | Urgent | 2WH | High | 6WH |
I need assistance for another type of issue | High | 6WH | Low | 60WH |
SLA in "I have a location requests" :
Categories | Non-Routine Transport : Priority | SLA (ticket resolved) | Routine Transport : Priority | SLA (ticket resolved) |
Creation / Update/Deactivation | AC : Urgent ADS : High | AC : 2WH ADS : 6WH | Med | 12WH |
SLA in "I need IT support" :
Categories | Priority | SLA (ticket resolved) |
4. I am facing Systems Connectivity Issue > TAPPs | Urgent | 2WH |
| 5. I am raising an incident : a fonctionnality is unavailable > DHL Link | Urgent | 2WH |
| 5. I am raising an incident : a fonctionnality is unavailable > My Supply Chain OR OTM | High | 6WH |
| 5. I am raising an incident : a fonctionnality is unavailable > power BI OR Celaton OR Project 44 OR TOP | Medium | 18WH |
| 6. I am raising an incident : the service is down > DHL Link | Urgent | 2WH |
| 6. I am raising an incident : the service is down > My Supply Chain OR OTM | High | 6WH |
| 6. I am raising an incident : the service is down > power BI OR Celaton OR Project 44 OR TOP | Medium | 18WH |
Other categories | Low | 60WH |
Only for Airbus Transport Managers :
SLA in "I need a spot quotation" :
For Airbus Defense & Space tickets :
Categories | Non-Routine Transport : Priority | SLA (resolved ticket) | Routine Transport : Priority | SLA (resolved ticket) |
N/A | Medium | 12WH | Low | 60WH |
For Airbus Commercial tickets :
Mode of transports : | Non-Routine Transport : Priority | SLA (resolved ticket) | Routine Transport : Priority | SLA (resolved ticket) |
ROAD | Urgent | 2WH | Medium | 12WH |
AIR | High | 6WH | Medium | 12WH |
OCEAN | Medium | 12WH | Medium | 12WH |
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