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Here are a couple of examples of how you can combine your SLA's and Targets for different customers and products/services

 

Customer A  ---> Contract 1--> SLA 1 --> SLA Target 1

 

Customer B  ---> Contract 2--> SLA 3 --> SLA Target 1 and SLA Target 2

 

Customer C  ---> Contract 3 --> Product A --> SLA 1 --> SLA Target 1

Customer C  ---> Contract 3 --> Product B --> SLA 2 --> SLA Target 2  and SLA Target 3 

 

 

Customer D and Customer E  --> No contract defined --> Default SLA --> SLA Target 0

 

Please note that to get the SLA's to work properly you at least need the issue fields:

  • SLA
  • Next Breach
  • Reporter company (or Company)
  • Product (if products on contracts are used)

 

It is also recommended that you use the field:

  • Contract (to make it clear what contract is set on an issue)

 

SLA and target examples

Service Level Agreement

In this case we have three levels of support. Default, Silver support and Gold support. The Silver and Gold support levels are tied to a customer through contracts while the default is set to other issues. If you don't use Contracts in the system there is no need to set up more than one SLA.

The SLA that you can see in the image will not do anything though before you've added targets to them.

 

 

 

 

Targets

For example, if you don't want an issue to be sitting in the queue for more than two working days before someone starts to work on it. 

The work schedule in the image below is set to 8 working hours per day, therefore we set the target to breach when an issue has been in the status New for 16 hours.

 

 

Add escalation

When you have saved the general info you are able to set which Workspaces that the target should apply to as well as escalations that the target will force. With escalations you can make changes to the issue to indicate that the issue is about to, or has already reached, Next breach.

In this case there will be no changes made to the issue, but a notification will be sent to the owner group 2 hours before breach to remind them that an issue is in need of attention.

 

 

Different targets for different SLAs

If you want a shorter response time for customers with for example the Silver support, you do as in the next image shows. Make a new target just like the one before, but with less hours allowed for the status New.

 

Due date

Sometimes you want, or even need, to put an issue on hold. Then it might be a good idea to add an SLA target that helps you to remember the issue and reopen it.

In this example we set the SLA to reopen the issue when it has passed it's Due date.

 

'Breaches when due' require the Due date issue field.

For Due date watcher the escalations has been set accordingly to the image below. That is Change status to 'Reopened'. A suggestion is to send out a notification to the issue's current owner as well.

 

Criteria

You are able to make a filter so that the target will apply only to issues that matches certain criteria. You can set up criteria based on Status, Type, Priority, Severity and/or Urgency.

In this image the criteria are set for issues that don't have a closed or completed status.

 

 

 

Add targets to SLA

Now we need to add the targets to an SLA. Go to SLAs, select the one you want to add a target to.