Service Level Agreements
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First Published :Fri Dec 12 18:31:31 GMT 2014
Last Modified :Sat Feb 06 02:14:30 GMT 2021
Last Published :Tue Aug 08 14:34:25 GMT 2017
Reference for all employees with inquiries about service agreements between TSS and the constituent community.
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 Level||Case Type||Tier 1||Tier 2||Tier 3*|
(HR and FN)
|Time to Assign||Inquiry||2 Hours||2 Hours||1 Business Day|
|Time to Close||Inquiry||2 Hours||4 Hours||7 Business Days|
|Overall Time to Close||Inquiry||1 Business Day||1 Business Day||7 Business Days|
|Time to Assign||Service Request||2 Hours||2 Hours||7 Business Days|
|Time to Close||Service Request||2 Business Days||2 Business Days||7 Business Days|
|Overall Time to Close||Service Request||2 Business Days||2 Business Days||7 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:
Tufts University Human Resources
75 Kneeland Street 6th floor
Boston, MA 02111
Central Services Building
7 Jumbo’s Path
North Grafton, MA 01536
Tufts Support Services
169 Holland St
Somerville, MA 02144
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