SLA Credits Issuance Flow
Accepts reduction claims from customers and issues service credits based on the SLA (Service Level Agreement). When there is an application via the web form the Workflow is initiated, and the Service Operation manager confirms the results at the [2. Downtime Confirmation] Step. If it does not meet the SLA a service credit will be issued and automatic response email will be sent.
2019 (CC BY-SA 4.0) Questetra, Inc.
1. Confirm the Claim 2. Downtime Confirmation 3. Credit issuance / Create answer Primary response time record
guide = Contents of Claim =
single Organization Name
single Contract ID or URL
single Department Name
single User Name
single Email Address
single Phone Number
multiple Remarks
files Attachment
guide = Internal Record =
datetime Accepted Time
datetime Primary response time
datetime Final reply time
yyyy-mm Year-Month
single Downtime
discuss Memo
guide = Primary response =
radio Necessity of Primary response
multiple Primary response Body
guide = Final Reply =
multiple Final Reply Body


Process Modeling Story

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