2 Replies Latest reply on Jun 14, 2018 6:14 AM by Foued BEN HADJ ALI

    Onsite support SLA

    Foued BEN HADJ ALI

      Dear all,


      We have the below requirement and I don't know what would be the best to address it:

      - If an incident ticket requires onsite intervention, the support agent has 30 minutes to be onsite.


      How can we measure this? How to make sure that it is accurate (ie make sure that the agent is not lying on the time by when he arrived at the site).


      Thank you