Good availability management process rely on accurate reporting. With Serio CommandCentre calls can be opened as soon as an issue is detected and closed as soon as it is resolved, taking the human factor out of the equation.
If you need to rely on your agents to open and close calls where availability is an issue you will have polluted statistics. When a critical availability issue is reported your team may rush off to resolve the issue, charging into the server room to restart a crashed server. Once it is up and running again, the agent returns to their desk, logs and then closes the call.
The service was unavailable for a period of around 15 minutes, however your report will show it as being down for only a matter of seconds.
Had Serio CommandCentre detected the server crash, the call would have been logged in Serio within seconds of the server going down and closed again as soon as it was detected that the server was available for use again.