With HelpDesk, you can set goals for how quickly you manage customer issues. You might know them as Service Level Agreements, or SLAs. SLAs help you to control meeting the time requirements such as:
- The first reaction in 1 hour
- All incidents should be resolved in 5 working days
The HelpDesk solution is the two-level SLA control – not only for the whole process of resolving an issue but for the particular teams' actions within this process as well. OLA is almost the same as SLA but within one company. Basically, the purpose of OLA is to deliver SLA to a client.
This advanced level of control is optional.