Systems and methods for managing service level agreements of support tickets using a chat session

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 and service level agreement, the service level agreement comprising a maximum response time;

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

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

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

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

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

2. The method of claim 1 , wherein the service level agreement further comprises a maximum resolution time, further comprising:

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

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

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

3. The method of claim 2 , wherein the support ticket further comprises a status, further comprising:

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

4. The method of claim 1 , further comprising:

modifying, by the server, responsive to the second initiating of the second chat session, a status of the second support ticket to indicate an open status.

5. The method of claim 1 , wherein the service level agreement further comprises a maximum resolution time and the support ticket further comprising a status, the method further comprising:

modifying, by the server, responsive to third input from a third computing device, the status to indicate a closed status, the modifying associated with a third time stamp;

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

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

6. The method of claim 1 , wherein the support ticket further comprises a status, further comprising:

modifying, by the server, responsive to third input from a third computing device, the status to indicate a closed status; and

terminating, by the server via the computer network, responsive to the modifying, the chat session.

7. 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 more than a threshold percentage of the maximum response time; and

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

8. 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 and service level agreement, the service level agreement comprising a maximum response time;

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

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

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

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

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

9. The system of claim 8 , wherein:

the service level agreement further comprises a maximum resolution time; and

the server is further configured to:

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

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

generate a second notification of the second compliance with the service level agreement.

10. The system of claim 9 , wherein:

the support ticket further comprises a status; and

the server is further configured to:

modify responsive to the terminating, the status to indicate a closed status.

11. The system of claim 10 , wherein the server is further configured to:

modify, responsive to the second initiating of the second chat session, a second status to indicate an open status.

12. The system of claim 8 , wherein:

the service level agreement further comprises a maximum resolution time;

the support ticket further comprises a status; and

the server is further configured to:

modify, responsive to third input from a third computing device, the status to indicate a closed status, the modifying associated with a third time stamp;

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

generate a second notification of the second compliance with the service level agreement.

13. The system of claim 8 , wherein:

the support ticket further comprises a status; and

the server is further configured to:

modify, responsive to third input from a third computing device, the status to indicate a closed status; and

terminate, via the computer network, responsive to the modifying, the chat session.

14. The system of claim 8 , 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 more than a threshold percentage of the maximum response time; and

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