Android-Based Application for User Complaint as to Support SLA Implementation

• Published in: Journal of physics. Conference series Vol. 2394; no. 1; pp. 12034 - 12040
• Main Authors: Fitriastuti, Fatsyahrina, Setyawan, Ryan Ari, Sudewo, Yogi Ari, Putra, Jeffry Andhika
• Format: Journal Article
• Language: English
• Published: Bristol IOP Publishing 01.12.2022
• Subjects: Android; Customer services; Customers; Internet service providers; Physics; Service introduction; Service Level Agreement; Trouble Ticket
• ISSN: 1742-6588; 1742-6596
• DOI: 10.1088/1742-6596/2394/1/012034

Abstract This study aims to design and build an android-based trouble tictket application in order to support the implementation of the SLA (Serive Level Agreement). This idea originated from the increasing number of internet users in Indonesia, so that the level of competition among internet service provider companies is also increasing. This condition makes consumers more selective in choosing internet service providers. Companies must improve their services by ensuring the availability of network connections can be served optimally. Service Level Agreement (SLA) is a document agreement between service provider companies and customers as a guarantee that the company will provide excellent service. A trouble ticket system is a mechanism used in an organization to track, report, and resolve several types of problems experienced. The ticket in question is the numbering of trouble reports that customers send to service providers so that trouble is handled quickly. Through this system, customers can directly communicate with technicians so that service becomes easier, more effective and efficient. This trouble ticket application uses Firebase as the database and Android Studio software.