Major Incident SLA

[Tommaso2]

Hi all,

How SLAs are managed when a Major Incident is created from a normal Incident that has its own SLAs?

Which is the best practice?

Many thanks,

Tommaso

[J Siva · Accepted solution]

Hi @Tommaso2 
It completely depends on the contract between the client and the service provider. Typically, once an incident is promoted to a major incident, the existing SLA instances are cancelled, and new P1/P2 response and resolution SLAs are applied to the incident.

Regards,
Siva

[J Siva · Accepted solution]

Hi @Tommaso2 
It completely depends on the contract between the client and the service provider. Typically, once an incident is promoted to a major incident, the existing SLA instances are cancelled, and new P1/P2 response and resolution SLAs are applied to the incident.

Regards,
Siva

[Dr Atul G- LNG · Accepted solution]

Hi @Tommaso2 

Generally, and as a best practice, SLAs are defined based on priority levels. From my experience, P1 and P2 incidents usually have very tight SLAs, such as 1 hour or 3 hours for resolution.

If you also tag the incident as a Major Incident, then expectations can be even more demanding. But realistically, think about it—is it always possible to resolve a major issue within 15 or 30 minutes? It depends entirely on the nature of the issue and the resolution time defined in the SLA.

Having worked as a Major Incident Manager (MIM), I can confidently say that SLA tracking is most critical for P1 and P2 incidents.