We help IT Professionals succeed at work.
Get Started

How the SLA works and how to take appropriate action, when a support case is not resolved

Last Modified: 2016-09-18

Our organisation uses a finance software. For this software to work successfully, there is software A, which is a web based and links to another software that is on a hosted platform.
Basically we export a budget from a Software A and the budget gets successfully exported to a local PC and again using software B we have to import the exported budget, when we import we get an error message which says “The imported file is not a valid import file”.
When I escalated this to Software A support, I was told that software B is not setup properly to receive the imported file.
And again when I contacted Software B support, I was told it’s nothing to do anything with them and they say it is the problem with software A and they say it is not exporting properly.
In this situation I have been caught between and both are blaming each other. We pay lot of money for the support for both the software vendors.
It is a week now and I want to take this serious as this case is not sorted still. I want to look at the SLAs and appropriate action.
Your suggestions much appreciated.
Watch Question
EE Topic Advisor
Most Valuable Expert 2014
Awarded 2013
This problem has been solved!
Unlock 3 Answers and 11 Comments.
See Answers
Why Experts Exchange?

Experts Exchange always has the answer, or at the least points me in the correct direction! It is like having another employee that is extremely experienced.

Jim Murphy
Programmer at Smart IT Solutions

When asked, what has been your best career decision?

Deciding to stick with EE.

Mohamed Asif
Technical Department Head

Being involved with EE helped me to grow personally and professionally.

Carl Webster
CTP, Sr Infrastructure Consultant
Ask ANY Question

Connect with Certified Experts to gain insight and support on specific technology challenges including:

  • Troubleshooting
  • Research
  • Professional Opinions
Did You Know?

We've partnered with two important charities to provide clean water and computer science education to those who need it most. READ MORE