Knowledge, reports and contracts
Knowledge Base
Section titled “Knowledge Base”The Knowledge Base collects guides, FAQs and technical articles. You can:
- search by keyword and filter by category (How-to, FAQ, Policy, Incident, Troubleshooting), domain and date;
- sort by newest, most read or most helpful;
- save articles to Favourites;
- say whether an article was helpful.
With Ask the assistant you ask a question in natural language, for example “how do I reset the VPN?”. The assistant answers using only public articles and shows the Sources it took the answer from. If it cannot find an answer, it tells you: you can search the articles or open a ticket. The assistant may not be available for some services.
Reports
Section titled “Reports”Report Builder is the catalogue of your reports. Choose a report to view or edit it, or create a new one with New report, without writing code. You see only your organisation’s data.
Costs & Billing shows your spending on services: current month, year to date, end-of-year forecast and cost per ticket, with the detail for the last few months.
Vendors
Section titled “Vendors”Vendor assesses the vendors involved in your services: active vendors, contracts expiring within 60 days, average SLA, the top ten by spend and the detail in a table.
Contracts and agreements
Section titled “Contracts and agreements”Agreements collects SLAs, OLAs and supply contracts with their PDFs. You can filter by type (SLA, OLA, support contract, vendor, support, licence) and by status (active, expiring within 60 days).
Compliance
Section titled “Compliance”Compliance shows the score per framework, the controls sheet and the certificate inventory.
Audit log
Section titled “Audit log”Audit log lists the events that concern you, such as sign-ins, tickets created or updated and profile changes. It is how you exercise the right of access under Article 15 of the GDPR. You filter by period and action type and open the detail of each event.