With the Allocation agreements solution you can extend your existing service offering with flexible assignment of team(s). The solution will take the teams' calendar and contractual terms for time into consideration when allocating work outside regular working hours.

Within the Customer contracts TSI, you can create allocation agreements, where you select 'regular' and 'on-call' teams that will subsequently be allocated 'automatically' to certain scopes of work.

For a regular Team, the main goal is finding (and assigning) the appropriate team responsible for the work when a response is required during regular working hours.

For an On-call team, the main goal is finding (and assigning) the appropriate team that operates outside regular working hours and ensuring that the appropriate people of that on-call team (based on planning) are notified / informed.

With the right configuration and settings, the regular teams and / or on-call teams will be able to respond adequately within the required time frame and meet the SLAs and contractual obligations.