SLAs and Escalation
Hi, again.
The way SCP monitors SLA's resolution times, incidents escalate only AFTER the SLA has been breached.
This way, the current escalation method does not help preventing SLA violations nor avoiding any associated penalties that are eventually due.
Couldn't you, perhaps, consider creating some sort of a "prevention timer" to be monitored by the escalation engine (unless, of course, there is other way to do this)? If so, when would this feature be released?
It seems to me that this would be a major benefit for anyone negotiating SLA penalties.
TIA.
Cheers,
Frank
The way SCP monitors SLA's resolution times, incidents escalate only AFTER the SLA has been breached.
This way, the current escalation method does not help preventing SLA violations nor avoiding any associated penalties that are eventually due.
Couldn't you, perhaps, consider creating some sort of a "prevention timer" to be monitored by the escalation engine (unless, of course, there is other way to do this)? If so, when would this feature be released?
It seems to me that this would be a major benefit for anyone negotiating SLA penalties.
TIA.
Cheers,
Frank