Incident On Hold and SLA pause conditions

[SaswatiC]

Hi All,

Need your help to understand more on incident "On-hold" reasons and SLA pause condition related to it. In most of the scenarios SLA pause condition is configured if incident has been put "on-hold" with the reason "Awaiting caller" or "Awaiting customer". Why do not we pause the SLA for other on hold reasons like "Awaiting change" or "Awaiting vendor" ?

[Dr Atul G- LNG · Accepted solution]

Hi @SaswatiC 

Why do not we pause the SLA for other on-hold reasons like "Awaiting change" or "Awaiting vendor" ?

Atul: There is no harm in pausing the SLA for this reason and SN dont provide OOTB SLA for these. The reason can be

- The change process can be different for each customer, which means, for some customers the change need to be implemented in 10 days or 20 days, so tough to measure exactly. 

- Generally a change may be low risk or high risk so it may impact the SLA as well.

- Awaiting vendor - Generally, these cases dont have SLA , bcz it depend on what SLA you and the vendor has, and what type of contract you have with vendor, what entitlement you have and many more parameters.

Hope i am able to clear your doubt.

[SaswatiC]

Thanks for your response. My only concern was that in other two reasons apart from "awaiting caller" we have to follow certain processes to get the issue fixed which are genuiene. These procedures may take time but we won't be able to pause the SLA through out the period.

Again many thanks for your quick support on this.

[Dr Atul G- LNG]

Hi @SaswatiC 

Agree, so its depends on customer to customer and case to case, Just to add , one of my customers has SLA on Awaiting Vendor as well and it was 50 Business days, but we track the same

[rashijain]

Only Awaiting Caller should pause the SLA/OLA/UC clocks. All others are not within the control of the caller.

What need to be done?