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

[psyherin]

Hi @danrad , 

I am after similar report. Can you share some info around how have you filtered out the report?

Thank you

Herin