Feature Request -- SLA for 'Response Time'
Evening,
One more thing that would be great to have - is an SLA rule for response time. For instance -- We have SLAs that will require us to issue a response within X number of hours for a P3, and a Resolution in X number of hour.
All of our P1/P2 (or Sev 1/Sev 2) issues must be sent to On-Call-Phone staff after hours, not email/web forms. As such, we aren't worried too much about those (we do not even currently allow customers to log such tickets in our existing Web portal) as our customers are smart, and make the call.
Cheers
One more thing that would be great to have - is an SLA rule for response time. For instance -- We have SLAs that will require us to issue a response within X number of hours for a P3, and a Resolution in X number of hour.
All of our P1/P2 (or Sev 1/Sev 2) issues must be sent to On-Call-Phone staff after hours, not email/web forms. As such, we aren't worried too much about those (we do not even currently allow customers to log such tickets in our existing Web portal) as our customers are smart, and make the call.
Cheers