The Challenge
Support Team consists of 1st, 2nd and 3rd (dev team) levels of support.
Together they handle incidents which are categorized into 4 different priority levels.
There are 3 different SLA agreements in place: Time to First Response, Time to Resolution and Root Cause Fix Time (if applicable). Time limits for each SLA are set depending on Incident priority.
Additionally, teams operate in different schedules: 1 Line Support is available 24/7 while 2nd and 3rd line teams work 8 hrs a day, 5 days per week.
| Incident Priority | Time to First Response | Time to Resolution | Root Cause fix time |
|---|---|---|---|
| Critical | 1 business hour | 6 business hours | 2 business days |
| High | 2 business hours | 2 business days | 6 business days |
| Medium | 4 business hours | 6 business days | 10 business days |
| Low | 6 business hours | 8 business days | 15 business days |
| 1st Line Support | 24/7 | ||
| 2nd Line Support | 8/5 | ||
| 3rd Line Support | 8/5 | ||
The Solution
Thanks to the SLA PowerBox app Team Manager can configure separate clocks for each SLA.
The time limit for each metric will be defined based on the Incident priority. Further, SLA PowerBox allows the configuration of different calendars.
Following the instruction on SLA Calendar page, we have configured 2 different Calendars: one for the 1st Line Support team which is active 24/7 and another one for the 2nd and 3rd Lines of Support.
1st Line Support with 24/7 schedule:
2nd and 3rd Lines with standard business hours schedule:
SLA Goals will be created for each respective SLA. The example of Time to First Response goal which is priority based is attached below. Time to Resolution and Root Cause Fix Time goals are based on the same criteria but with different time ranges and calendar.
Please describe some usecases of SLA PowerBox
give examples of configuration and expected behaviour of the metric U can use demo conf but please use also
https://confluence2.promity.pl/display/SLAPLUGIN/Time+to+implementation
so we will have 3 in total