--- title: "Case Study" description: "Pragma ACC provides support requests to the client’s maintenance resources. On Key Insights improved visibility, adherence, workload distribution and data analysis." image: https://onkey.com/wp-content/uploads/Manufacturing-1-Client-Reference-Story-image-1024x1024.png canonical: https://onkey.com/resource/oem-managing-the-service-level-agreement-sla-between-pragma-and-a-global-packaging-manufacturer/ url: https://onkey.getmd.ai/resource/oem-managing-the-service-level-agreement-sla-between-pragma-and-a-global-packaging-manufacturer/.md last_converted: 2026-10-11T06:27:45.331Z --- × Case Study # OEM | Managing the service level agreement (SLA) between Pragma and a global packaging manufacturer Download PDF ### Recent Posts #### The ERP upgrade is not the only decision - 11 September 2026 #### On Key supporting Afrimat’s Asset Management Strategy - 3 August 2026 #### 11 Factors to consider when selecting a CMMS  - 24 July 2026 #### Is it the software that is not working or is the business process wrong? - 24 July 2026 #### Inspection findings don’t reduce risk. Follow-on work does. - 13 July 2026 --- ### Related Content #### The ERP upgrade is not the only decision - 11 September 2026 #### On Key supporting Afrimat’s Asset Management Strategy - 3 August 2026 #### 11 Factors to consider when selecting a CMMS  - 24 July 2026 30 March 2021The Pragma ACC team provides support to the client’s local maintenance resources within the different global markets. These support requests and activities (1000+ per month) are governed by strict SLAs. On Key Insights was implemented to improve visibility, adherence, workload distribution and data analysis. #### Client Background Our client is a global original equipment manufacturer (OEM) with a maintenance services team that performs approximately 35 000 maintenance events annually, generated in On Key. The Pragma ACC team provides support to the local maintenance resources within the different global markets. These support requests and activities (1000+ per month) are governed by a service level agreement (SLA) to which the ACC contract is linked. #### Key Challenges - Lack of a visual aid in managing the support request/ACC activity SLA - Limited transparency into the open support requests - Unbalanced workload within the team #### Quote The visual display has helped me and the team to understand who needs help and what requests require our immediate attention. – Johan Hendriks, AC Manager #### Pragma Intervention - The Pragma ACC team have been using On Key to log and manage support requests from global client users for approximately eight years. - On Key Insights was deployed and an SLA dashboard developed to assist the ACC with managing the support requests. - The ease of the implementation and development of the On Key Insights dashboard together with the value derived makes this an invaluable business management/business intelligence tool. #### Value Add The implementation of On Key Insights provided the ACC with the following capabilities: - Visual overview of prioritised list of support requests - Visual indication of support requests nearing the SLA limit - Visual overview of workload distribution within the team - Drilldown functionality in support of data analysis The addition of these capabilities led to: - Improved workload distribution within the team - Increased SLA performance through highlighting requests that are close to the SLA limit - Ensuring focus on high priority requests #### Tools and Technology - On Key 5.18 - On Key Insights --- Contact Us × ##### Book a demo × × #### Thank you for registering for the On Key Connection Day. × You will receive a follow-up email with a map to the venue and additional arrangements for the day. We look forward to catching up with you. Kind regards **Marizanne Heunis** Head of Client Relations and Support – On Key