Incident SLA

[kerrygregory]

We have multiple service providers that could get assigned a particular Incident.   We have set up SLA schedules for each provider.   What is best practice for Resolution SLA when the Incident is reassigned to another assignment group(meaning another service provider)?    See example below:

Vendor A - assigned the P1 Incident and Accepted the Incident so the Response SLA is under them.    They have a 2 hour SLA on P1.   They keep the ticket for 1 hour and then realize that this is in the wrong assignment group and they re-assign to Vendor B assignment group.    Vendor B has a 2 hour SLA as well on P1.   1 hour from original start time is past.     

In the Vendor B Resolution SLA, do you calculate the Resolution SLA from the original start time/created date/time of the Incident or do you calculate Vendor B Resolution SLA from the time that they received the ticket?     

What is best practice and what is your organization doing for these use cases? 

I would be happy to discuss! 

[Allen Andreas]

Hi,

This depends on what SLAs mean in these scenarios.

If the submitter is under the assumption that they'll have the issue resolved in 2 hours, then the different vendors may not matter to them. This somewhat sounds like OLAs instead of SLAs.

In any case, I'd recommend walking this back to the end-user/submitter level and understanding what they are expecting. Then, in parallel to trying to understand this SLA scenario, review why the ticket originally went to vendor A instead of vendor B, was it a process issue or just one example of a one-off?

Then, back to the SLAs...what do the vendors think if they receive a ticket that already has 1 hour burned because it was with another group. Do they think the clock should restart? Or should the 1 hour count?

Normally, this is all calculated based on the ticket values (opened/created, etc.) and the end-user/submitter is not penalized because of a bouncing ticket.

[Allen Andreas]

Hi @kerrygregory 

Let us know if you'd like any further discussion 🙂

If any reply helped guide you towards a solution, please mark it as "Accept Solution", as a side note, you can mark as many replies as you'd like as "Accept Solution", so there can be more than 1, etc.

Take care!

[AndersBGS]

Hi @kerrygregory ,

It very much depends on the service level agreement made with the different vendors. I would assume that most vendors will say, that if a two hours agreement has been made on a P1 ticket, then vendor A utilize 1 hour out of two, reassign the ticket to vendor B, then vendor B have two hours according to their service level agreement.

So basic, look into the agreement made with the different vendors, and create SLA/underpinning contract according to the agreements.

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

Best regards

Anders