Portal Builder
Support and SLA Module
Give customers a single place where they can instantly find support questions, documents, and SLA agreements. With the Alistar Support and SLA module, you can build a customer or partner portal that aligns with your processes, users, and existing systems.
Make support a part of your service offering
Good customer service doesn't end once a product has been delivered. Customers expect a digital environment where they can find information on their own, submit support requests, and easily track the progress of their requests.
The Support and SLA module is built on the Portal Builder platform and helps you digitize those services—not with a standard portal, but with a solution tailored to your processes, users, and way of working.
Who are our customers?
We work for the following clients, among others. Here is a selection of organizations that rely on our expertise.
Why do organizations choose a support portal?
Support doesn't stop at answering a question. Customers expect transparency. They want to know whether a support ticket has been received, what documents are available, and what terms apply under their SLA. When that information is scattered across email, phone calls, and various applications, every question takes longer than necessary to resolve.
With the Support and SLA module, you provide customers and partners with a single online environment where they can independently find information, manage support tickets, and track progress. This reduces the number of recurring questions and gives your support team the freedom to focus on providing substantive support.
Tailored to your organization
Every organization works differently with customers, dealers, suppliers, or partners. That’s why the Support and SLA module doesn’t consist of fixed screens or standard processes—it’s customized to fit your way of working.
From users and permissions to forms, workflows, and available information: everything is tailored to your processes. Depending on your situation, customer data, documents, contacts, and support information can be exchanged automatically. This ensures you’re always working with up-to-date data and prevents duplicate entries.
One portal, multiple applications
The Support and SLA module is one application within the Portal Builder platform. Because Portal Builder has a modular structure, your portal can easily be expanded as your organization grows or processes change.
In addition to support and SLA agreements, this includes, for example, document management, training and education, account management, self-service forms, dashboards, and additional business processes. This creates a single, flexible portal that grows along with your organization.
Request a live demo with no obligation
Learn how to centrally manage support requests and SLA processes within Exact. During a free live demo, we’ll show you how this module enables faster ticket resolution, real-time status visibility, and fewer manual back-office tasks.
Curious to find out what this solution can do for your organization?
With the right solution, you’ll work more efficiently, save time, and get more value out of your business software. Our consultants are happy to help you find the best approach.
Request a demonstration or contact us for personalized advice.
Felix Verhulst
Why Choose Alistar?
A good portal isn't just about technology; it's primarily about ease of use, process knowledge, and reliable integrations. Users want to quickly find what they're looking for, while employees want to work with up-to-date information without having to perform any additional manual steps.
Alistar combines expertise in business processes, Exact, low-code platforms, and custom development. As a result, we don’t develop a one-size-fits-all solution, but rather a portal that aligns with your organization, existing systems, and way of working. This creates a single, centralized environment where customers, partners, and employees can collaborate more efficiently.
Alistar
Frequently Asked Questions
See below for answers to frequently asked questions about integration, features, and capabilities within Exact.
What is the Support and SLA module?
The Support and SLA module is a customer or partner portal for support, documents, service agreements, and self-service. The module is built on the Portal Builder platform and is customized to your organization’s processes, users, and systems.
For which organizations is this solution suitable?
This solution is ideal for organizations that want to digitize their services and provide customers, partners, dealers, suppliers, or other stakeholders with a single, centralized online environment. Examples include organizations that want to bring together support requests, documents, contact information, training courses, or service appointments in a clear and organized manner.
Can the portal be configured to align with our processes?
The module is configured to reflect the workflows, roles, permissions, and processes within your organization. This way, the portal aligns with how teams and users already work, rather than the other way around.
Is it possible to make documents available?
Users can securely view and download documents from the portal. Which documents are visible can be tailored based on roles, permissions, customers, or other user groups.
Can users track their own support requests?
Users can view their own support requests, track their status, and find updates. This gives customers and partners greater insight and reduces the number of separate inquiries via email or phone.
Can colleagues or multiple contacts be granted access?
The portal supports multiple users and permission structures within a single organization. This allows you to determine, on a per-user or per-role basis, which information, documents, and features are available.
Can the module integrate with Exact or other systems?
The module can be integrated with existing applications, such as Exact and other systems you use on a daily basis. This allows for the automatic exchange of customer data, documents, contacts, and support information.
What is the role of the Portal Builder platform?
The Portal Builder platform serves as the foundation on which the Support and SLA module is built. Because the platform is modular, the portal can be expanded later to include additional applications, such as document management, training, dashboards, account management, or additional self-service processes.
Can SLA agreements be displayed in the portal?
Yes. Depending on the setup, service agreements, statuses, response times, or other relevant information related to support and service can be displayed. This helps users better understand what to expect.
How is the development of the portal progressing?
Alistar first identifies the desired processes, user roles, information needs, and integrations. The portal is then set up, integrated with relevant systems, and delivered step by step for use by customers, partners, or employees.
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