TSS - Service Level Agreements

Service Level Agreements

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First Published  :Fri Dec 12 18:31:31 GMT 2014
Last Modified  :Fri Dec 12 18:31:31 GMT 2014
Last Published  :Fri Dec 12 18:31:31 GMT 2014
Summary :  Reference for all employees with inquiries about service agreements between TSS and the constituent community. Audience: Employees

Response

Primary Information

    Service Level Agreements (SLA)
     
    Part of our exceptional customer service experience will also include service and response expectations that we will strive to provide our clients. These expectations are called Service Level Agreements. SLAs are our service agreement with the community. They allow us to take a collaborative approach to service and are a great way to enhance our exceptional service and answer inquiries in a timely manner.
     
    • Time to Assign: Percentage of cases that are assigned to an owner from a queue in TSS within a defined timeframe
    • Time to Close: Time for the representative to close the case, or reassign to an appropriate colleague.
    • Overall Time to Close: Overall time for the case to be resolved or closed.
     
    * Note: Tier 3 SLAs are not applicable to HR Business Partners.

     
    Service LevelCase TypeTier 1Tier 2Tier 3*
    (HR and FN)
    Time to AssignInquiry2 Hours2 Hours1 Business Day
    Time to CloseInquiry2 Hours4 Hours7 Business Days
    Overall Time to CloseInquiry1 Business Day1 Business Day7 Business Days
    Time to AssignService Request2 Hours2 Hours7 Business Days
    Time to CloseService Request2 Business Days2 Business Days7 Business Days
    Overall Time to CloseService Request2 Business Days2 Business Days7 Business Days

















     
    Violation of service level agreements:
    The timeframes established above are those that all agents will operate within, and how the overall performance of TSS will be evaluated. If a SLA falls outside of these established timeframes, they will be noted as “violations to the SLA.” SLA violations will be addressed by the Directors (Tier 1 Director, Finance Director, and HR Director) and may be escalated up to the Senior Director of TSS to remedy the infraction.
     
     
    Tufts Support Services Contact Information:
     
    Boston
    Tufts University Human Resources
    200 Harrison Ave
    Boston, MA 02111
    map
     
    Grafton
    Central Services Building
    7 Jumbo’s Path
    North Grafton, MA 01536
    map
     
    Medford
    Tufts Support Services
    62R Talbot Ave
    Medford, MA 02155
    map
     
    Email: tss@tufts.edu
    Phone: 617.627.7000
    Fax: 617.627.7001
    Web: tss.tufts.edu

Related Information

    Link to TSS: tss.tufts.edu

Information

Keywords

    Service level agreements, SLA, time to assign, time to close, overall time to close, service, response