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In this example, we will use the simplified SLA Behaviours for each metric. All SLAs start when the issue is created. Time to First Response finishes when the issue is commented on. Time to Resolution is finished when the issue is moved to a particular status e.g. Temporary Solution Provided and Root Cause Fix Time SLA finishes when the resolution is set. Below are the SLA Behaviours of every metric. Time to First Response
Time to Resolution
Root Cause Fix Time
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We created three SLA Agreements and configured each one with respective SLA Goals and Behaviours.
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SLA in Action
When the issue is raised all SLA clocks start counting time. The amount of time available is defined by the issue priority.
- After the issue is commented on, Time to First Response metric finishes while Time to Resolution and Root Cause Fix Time clocks keep counting.
- When the issue status is set to "Temporary Solution", Time to Resolution metric is finished.
- Finally, after the resolution is provided for the issue, Root Cause Fix Time clock is finished.