Prioritize the support queue
Remote cases covered by an SLA show received time, due time and remaining minutes so the most urgent work rises to the top.
SLA countdownQueue sortingCustomer context
Remote support
Support contracts and remote support case management
Sell prepaid support hours, route remote cases by SLA urgency, track work sessions, consume support-hour buckets and use Copilot suggestions from similar cases.
Remote work needs the same discipline as field work.
Sepolo gives supporters a focused queue, SLA countdowns, customer and asset context, a visible work timer and a contract model for prepaid support hours and overage.
Remote support queueSupport timerPrepaid hoursCopilot suggestions
Capture every work session
Supporters can start and stop work while Sepolo records time entries, the person who worked, the hourly rate at the time and the total consumption.
Work timerTime entriesHistorical rates
Sell support-hour buckets
Support agreements can include Level 1, Level 2 or Level 3 hours across normal hours, overtime and public holidays, with overage handled by billing rules.
Seniority levelsTime windowsOverage model
Use Copilot for similar cases
Sepolo can look at the issue, asset type and service history to suggest likely causes, questions to ask, troubleshooting steps and solution text.
Similar casesLikely causesSuggested solution