SLA Configuration

[RacheleTashjian]

I'm curious to know what the general population sets as their response and resolution SLAs on incidents.

[Dr Atul G- LNG]

Hi @RacheleTashjian 

We configured SLA for our customers for all priority and both targets. As it is dependent on the tye if business and the nature if the business, so that the community can help you.

[RacheleTashjian]

Thank you for your response, but I was looking for the actual SLAs people use.  For example our P1 response time is 1 hour and P1 resolution is 4 hours.

[Dr Atul G- LNG]

Hi @RacheleTashjian 

As I said, it depends on business nature

For one of my Insurance clients, if the printer did not work between 9 AM- 5 PM, P1 raised and Response is 15 mins and Res is 1 hr, and for another retail client P1 Response is 30 mins and Res is 2hrs. 

You can check OOTB SLA in pdi to get more idea.