Hi,

I'm new to SDP and am having difficulty with defining my priority matrix and SLAs.
We've migrated from a simple hepldesk ticket system and we're now finding that our simple SLAs aren't really appropriate for use with SDP.
For example, the ability to stop the request timer when awaiting information/testing from a user, means that our incident SLAs are probably too long.

I'd appreciate screenshots of your matrix and ideas of your SLAs for the priorities within the matrix.

Thanks in advance,

Rich