Technology Services
Technology services: field service, project, SLA/ticket.
Challenges
- Support requests stay in e-mail and nobody knows who handled them.
- The response time promised in the contract is never measured.
- Maintenance contract renewals slip by unnoticed.
- Spare parts replaced on site never reach the invoice.
Workflows
Support request and SLA
- A request is opened and the response time is set by priority.
- The assigned technician logs the resolution steps.
- Breaching the time limit raises an alert and SLA performance is reported.
Maintenance contract
- The contract scope, term and period fee are defined.
- The periodic maintenance invoice is generated automatically.
- Spare parts used are deducted from stock through the work order.
Documents
- Sales invoice
- Maintenance contract
- Service work order
- Support request record
Reports
- SLA compliance performance
- Contract renewal calendar
- Service (repair) revenue
- Working hours by staff member
Metrics
- SLA compliance rate
- Average resolution time
- Contract renewal rate
- Share of service revenue
Compliance
- Service level commitments
- Warranty and after-sales service regulations
- GİB e-Invoice / e-Archive
- Kvkk
Glossary
- Support request
- Work record with a priority
- SLA response time
- Contractually committed response time
- Maintenance contract
- Recurring subscription invoice
- Spare part
- Service line plus material consumption
Frequently Asked Questions
Can I measure the SLA response time?
Yes — the time from request opening to resolution is measured against the priority.
Can I invoice the maintenance contract automatically?
Yes — the contract is generated as a recurring subscription invoice.
Can I invoice parts used on site?
Yes — parts used on the work order leave stock and flow into the invoice.
Can I see recurring faults?
Yes, tickets opened for the same device or customer are listed with their history and recurring faults are reported.
Can I balance the workload per technician?
Yes, work orders are assigned to technicians; open ticket counts and durations are visible per person.
