SLA for service requests

[pramod patil]

Hi Team

Do we have any standard SLA's for service requests.

[SoneshP]

@pramod patil You can check by following Filter Navigator> Type SLA definition > Filter records by table sc_req_item

This will give you the list of SLAs configured for SRs in your instance. If you don't see any record then you don't have an SLA configured for SRs.

If you asking for other orgs, then it depends on the need. For in house instance supporting internal users there is no need to have SLA on SRs whereas for managed service provider instance supporting clients it can be created custom.

[AndersBGS]

Hi @pramod patil ,

SLA should be configured according to business agreement. For a single service delivered, what is the agreed delivery time between IT and the business? If you don't know the answer to the question, you need to investigate with process owner. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards
Anders