95% and 100 % SLA - Best practice

[danrad]

Hi SNow folks

I have a general question, about how you would proceed in the follwing situation:

We have a customer, that has the following SLA needs.

For example for a P1 issue, SLA could be as follows:

• 95% in 4 hours
• 100% in 8 hours

So this means, that 95% of the incidents should be resolved in 4 hours and 100% in 8 hours, everything else would be out of SLA then.

I need your opinions what would make more sense, to create just one SLA on 4 hours, and do the other calculation when reporting, or would you create two SLA, one for 95% and one for 100%. If you would go with the second option, how to set this up the easiest way? Using the exactly same conditions for both SLA with just different durations?

I'd appreciate some suggestions on this.

Thank you!

Regards

Daniel

[Michael Fry1]

At first I was thinking 1 SLA, but if you think about the report, reporting on Stage (Breached or Achieved) I might go with 2 SLA's with different durations. Report on bar chart, Incident SLA table, filters contain breach or achieve. That might be the easiest.

[ajay_thokala]

In general SLA s would be associated with individual tickets. As per the above description we cant track 95% of the incidents should be resolved in 4 hours and 100% in 8 hours through SLA definitions. So it would be better to define a generic SLA definition for P1 incidents and try to pull out the reports according to the stages of that SLA. I hope this can help.

[Slava Savitsky · Accepted solution]

I would go for one SLA for 100% and use Elapsed Percentage to determine how many incidents were resolved within 95% of that SLA.

[danrad]

Thank you all for your suggestions. I think I will go with one SLA and do the rest with the reports with Percentage.

Best regards

Daniel