SLA Types + Notifications (Recommendations or Workarounds)?
Hello,
In the current release of SDP, the Service Level Agreements are set up to manage the "Time to Completion / Resolution" only -- basically managing the DueBy Dates and sending out warnings and notifications accordingly.
With one of our clients, we're having multiple SLA Types. Here they are, with sample definitions:
>> Time to Respond: This is the elapsed time between when a call is received and assignment of incident / request is made to the appropriate support team or technician. * The request status is set to: "Responded & Assigned" -- Request is In-Progress.
>> Time to Resolution Plan: This is the elapsed time between when a call is received and a specific plan for resolution is delivered to the Client (The request does not necessarily need to be resolved at this point). * The request status is set to: "PTR Delivered" (where PTR stands for "Plan to Resolution") -- Request is still In-Progress.
>> Time to Completion: This is the elapsed time between when a call is received and the request / incident has been completed / resolved / closed. * The request status is set to: "Resolved / Closed"
My Question is the following: Is there a way to manage such SLAs in SDP? What would be your recommendations or workarounds for this?
Thanks for your support,
Christian
In the current release of SDP, the Service Level Agreements are set up to manage the "Time to Completion / Resolution" only -- basically managing the DueBy Dates and sending out warnings and notifications accordingly.
With one of our clients, we're having multiple SLA Types. Here they are, with sample definitions:
>> Time to Respond: This is the elapsed time between when a call is received and assignment of incident / request is made to the appropriate support team or technician. * The request status is set to: "Responded & Assigned" -- Request is In-Progress.
>> Time to Resolution Plan: This is the elapsed time between when a call is received and a specific plan for resolution is delivered to the Client (The request does not necessarily need to be resolved at this point). * The request status is set to: "PTR Delivered" (where PTR stands for "Plan to Resolution") -- Request is still In-Progress.
>> Time to Completion: This is the elapsed time between when a call is received and the request / incident has been completed / resolved / closed. * The request status is set to: "Resolved / Closed"
My Question is the following: Is there a way to manage such SLAs in SDP? What would be your recommendations or workarounds for this?
Thanks for your support,
Christian