Managing SLAs across different vendors

[nomemon]

Here is the scenario.

We have different vendor companies like Vendor Company 1, Vendor Company 2

There are different assignment groups in each vendor company.

Example: Group A and Group B assignment groups fall under Vendor Company 1; and Group X falls under Vendor Company 2.

We want to be able to track SLAs for each vendor company.

An incident could be initially assigned to Group A   and then be assigned to Group B - both of which belong to Vendor Company 1.

The SLA clock for Vendor Company 1 should start ticking as soon as it is assigned to Group A and should continue to tick while the incident is assigned to Group B.

However, the SLA clock for this same incident should pause if the incident is assigned to Group X under Vendor Company 2 - and SLA clock should resume ticking when its assigned back to Vendor Company's Group A.

The SLA clock for Vendor Company 1 should cancel out if the Incident is resolved by Group X under Vendor Company 2.

So in the SLA Definition 'Vendor Company 1 P1 Resolution' we set up conditions wherein Start Condition is when the Assignment Group.Company = Company 1; the stop condition is when the Incident is resolved; and the pause condition is when the incident is assigned to a non-Company 1 assignment group.

However, each time an incident moves from the Group A with Vendor Company 1 to Group B, a new SLA 'Company 1 P1 Resolution(2 hours)' with a new Start time is calculated. The previous SLA is marked as stage = Completed even though it should still say Stage = In progress.

Moreover, when that same incident is assigned to the Group X with Vendor Company 2, the second instance of the 'Company 1 P1 Resolution(2 hours)' shows as Stage = Cancelled; even though it needs to be paused based on paused condition in the SLA definition.

We have several such cases wherein an incident moves from one vendor company to another vendor company - and managing SLAs in such cases is challenging.

Can someone please advise what additional steps/ changes need to be taken into account for the SLA definitions for each vendor Company to be correctly calculated?

Thanks.

[Deepak Ingale1]

Hi Noman

Throughout the SLA lifecylce your start condition should alwyas be true unless it is meeting the stop condition. Else it ll get cancelled

Try to search of SLAConditionDefault scrip include on wiki to get an idea of how SLA works in the system. It has nice representTion of how transition takes between different SLA conditiins and associated stages

[maheshladdha]

Hello @nomemon@coca-cola,

Did you get any solution to this scenario.

I want in implement same scenario in multi vendor environment.

I am looking for if Contract --> SLA can be helpful or Business service --> Service Offering --> SLA Commitment --> SLA can be helpful.

Any advise will help here.

Thanks

[Tony Chatfield1]

Hi, if your question related to cancellation of SLA? if an SLA has a defined cancel condition, then it will not cancel if the start conditions change/are no longer met ( only when cancel is met).