Hey All, I am begining to setup SLAs for a group of support teams (60+) that have never used any form of service level management in the past. My understanding of SLAs is to focus on the customer perspective. Response and Resolution times should stay running from start to finish as this is what the customer is expecting regardless of the number of tmes a ticket may get passed from team to team. No pauses or restarts as a ticket moves from team to team.
My question: Is this the common way you are setting up your SLAs or are you restarting clocks as a ticket moves around? Are you using a universal SLA for the entire company or individual SLAs by team?
I know we can configure many diferent ways based on how the various levels of leadership wants to use the SLA data. My goal is to ensure it is used to best track the service level provided by the organization and keep the focus on the customer expectations. My challenge is leadership does not know what they want or how it should behave so I am attempting to build the baseline foundation for them to start with.
Your thoughts or exapmles on common practice for start/pause/stop conditions and behavior is much appreciated.
Thx
