Best practices around SLAs

[Hamza EL JIRARI]

Hello,

We want to implement SLA's on our company, but we dont konw how we can manage some scenarios. 

-For incidents we have two types of  resolution SLA, a first SLA if the incident is resolved with a workaround solution and a second for incidents closed with a permanent solution. We are planning to activate for each incident both SLA's and depending on the resolution code (at the closure of the incident) we will close one of them and cancel the other. Is this the best practice to implement this requirement ? Is there another way ?

-We have gold, bronze and silver applications, SLA's changes depending the tire of the app. To implement this requirement we are planning the following : since for each incident the user selects the application on the service list (on the service list we have the list of all our apps configured with user friendly labels), for each service we have the business criticality that we can use to determine the tier of the app. Is this the best practice to implement this requirement ? Is there another way ?

-Some incidents do require defects that needs developement, in this case we have the defect that has it's own life cycle and the incident that can be closed through a workaround solution. To manage this requirement we are planning the following : When the incidents requires a defect to be implemented we pause the SLA, we follow the SLA for the  definitve solution on the defect and on the incident the one for the workaround (if there is one).

NB : if the incident have no workaround solution the incident will be closed when the defect is implemented, in order to not count twice the SLA's on the incident and defect, we will cancel all SLA's on the incidents that were closed with a definitve solution through a defect.

Is this the best practice to implement this requirement ? Is there another way ?