Granted Patent B2

US 10,079,736 · App. 14/448,629 · Granted Sep 18, 2018

Inventors: Arnold Bellini, III (Tampa, FL); Linda Brotherton (Tampa, FL); Craig M. Fulton (St. Petersburg, FL)

Assignee: Connectwise.Com, Inc.

H04L41/5074G06F9/44G06F11/00G06Q10/20H04L12/1822H04L12/1827H04L51/00

Abstract

Claims (43)

1. A method of managing information technology service level agreements via a computer network, comprising:

accessing, by a server, a database storing, in memory, a support ticket comprising a creation time recorded by the server that indicates when the support ticket was first entered, and a service level agreement, the service level agreement comprising a maximum response time for initiating chat sessions comprising opening communication channels between support technician devices and end user computing devices responsive to support tickets, and a maximum resolution time;

initiating, by the server via the computer network, responsive to input from a computing device, a chat session associated with the computing device in response to the support ticket, the chat session configured to record a time stamp in memory corresponding to the server initiating the chat session by opening a communication channel between a support technician device and the computing device;

retrieving, by the server, the time stamp recorded in memory by the chat session;

retrieving, by the server, the maximum response time for initiating chat sessions responsive to support tickets in the service level agreement stored in the database;

determining, by the server, a compliance with the service level agreement, the compliance computed as a difference between the time stamp corresponding to the server initiating the chat session and the creation time recorded by the server that indicates when the support ticket was first entered being less than the maximum response time for initiating chat sessions responsive to support tickets retrieved from the service level agreement stored in the database;

generating, by the server, responsive to the determining the compliance, a notification of the compliance with the service level agreement determined using the time stamp associated with initiating the chat session;

terminating, by the server via the computer network, responsive to input from a second computing device, the chat session, the terminating associated with a second time stamp;

determining, by the server, a second compliance with the service level agreement, the second compliance computed as the difference between the second time stamp and the time stamp being less than the maximum resolution time;

generating, by the server, a second notification of the second compliance with the service level agreement; and

modifying, by the server, responsive to the terminating, a status of the support ticket to indicate a closed status.

2. The method of claim 1 , further comprising:

initiating, by the server via the computer network, responsive to input from the second computing device, a second chat session associated with the second computing device and the support ticket, the initiating associated with a third time stamp; and

modifying, by the server, responsive to the initiating of the second chat session, the status of the support ticket to indicate an open status, and the creation time to be the third time stamp.

3. The method of claim 1 , further comprising:

initiating, by the server via the computer network, responsive to input from the second computing device, a second chat session associated with the second computing device, the second initiating associated with a third time stamp; and

creating, by the server, a second support ticket comprising a second creation time, the second creation time equal to the third time stamp.

4. The method of claim 1 , further comprising:

receiving, by the server from a clock, a current time as a third time stamp;

determining, by the server, a warning of the service level agreement, the warning computed as the difference between the third time stamp and the creation time being greater than or equal to a threshold percentage of the maximum response time; and

generating, by the server, a notification of the warning of the service level agreement.

5. A system for managing information technology service level agreements via a computer network, comprising:

a server including a processor and memory configured to:

access a database storing a support ticket comprising a creation time recorded by the server that indicates when the support ticket was first entered, and a service level agreement, the service level agreement comprising a maximum response time for initiation of chat sessions comprising opening communication channels between support technician devices and end user computing devices responsive to support tickets, and a maximum resolution time;

initiate, via the computer network, responsive to input from a computing device, a chat session associated with the computing device in response to the support ticket, the chat session configured to record a time stamp corresponding to the initiation of the chat session by the server by opening a communication channel between a support technician device and the computing device;

retrieve the time stamp recorded by the chat session;

retrieve the maximum response time for initiation of chat sessions responsive to support tickets in the service level agreement stored in the database;

determine a compliance with the service level agreement, the compliance computed as a difference between the time stamp corresponding to the initiation of the chat session by the server and the creation time recorded by the server that indicates when the support ticket was first entered being less than the maximum response time for initiation of chat sessions responsive to support tickets retrieved from the service level agreement stored in the database;

generate, responsive to the determination of the compliance, a notification of the compliance with the service level agreement determined using the time stamp associated with the initiation of the chat session;

terminate, via the computer network, responsive to input from a second computing device, the chat session, the terminating associated with a second time stamp;

determine a second compliance with the service level agreement, the second compliance computed as the difference between the second time stamp and the time stamp being less than the maximum resolution time;

generate a second notification of the second compliance with the service level agreement; and

modify responsive to the terminating, a status of the support ticket to indicate a closed status.

6. The system of claim 5 , wherein the server is further configured to:

initiate, via the computer network, responsive to input from a third computing device, a second chat session associated with the third computing device and the support ticket, the initiating associated with a third time stamp; and

modify, responsive to the initiating of the second chat session, the status of the support ticket to indicate an open status, and the creation time to be the third time stamp.

7. The system of claim 5 , wherein the server is further configured to:

initiate, via the computer network, responsive to input from a third computing device, a second chat session associated with the third computing device, the second initiating associated with a third time stamp; and

create a second support ticket comprising a second creation time, the second creation time equal to the third time stamp.

8. The system of claim 5 , wherein the server is further configured to:

receive, from a clock, a current time as a third time stamp;

determine a warning of the service level agreement, the warning computed as the difference between the third time stamp and the creation time being greater than or equal to a threshold percentage of the maximum response time; and

generate a notification of the warning of the service level agreement.

Assignments (12)

Continuity (1)

Cited By (2)

US 12,231,554 US 12,555,059