Different SLA definitions based on the Service (gold/silver) and Customer (gold/silver)

[sandeep3791]

Hi All,

I am trying to implement different SLA for different customers and for different services.

E.g.

1 - A P1 incident for Cust A will have resolution SLA of 4 hours but P1 incident for CUST B will have resolution SLA of 8 hours.

2 - A P1 incident for Service A will have resolution SLA of 4 hours but P1 incident for Service B will have resolution SLA of 2 hours.

for point 2 - I have seen that we can create a SLA Level field on the CI and use that as a start condition of the SLA definition, however wanted to know if we now have any OOTb ways to achieve this. Similarly for point 1, if we have any OOTB ways.

many thanks in advance:)

[Gaurav Shirsat]

Hi 

you have to create separate SLA for this. based on your these problem statement conditions the SLA will get Attach.

Please describe your use case in detail with conditions , so that I can implement and let you know

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

[sandeep3791]

Hi Gaurav, thanks for the response.

Use case - 

P1 incident for Cust A & Service A = Resolution SLA is 2 hours

P1 incident for Cust A & Service B = Resolution SLA is 4 hours

P1 incident for Cust B & Service A = Resolution SLA is 4 hours

P1 incident for Cust B & Service B = Resolution SLA is 8 hours

So in above use case you can see that based on both Customer and service the SLA definitions for P1 incidents are changing.

I know that we will have to create individual SLA definitions and then use the start conditions accordingly (Refer customer/company & Business Criticality/SLA level from CI record) but is there any better way because in B2B domain we may end up creating hundreds of SLA definitions.

[Martin Klimes · Accepted solution]

Hi Sandeep,

I am sure there are multiple ways how to go about this and it will depend on your incident form. One option to consider so that you do not need to "hard-code" references to services and customers from start conditions of SLA Definitions (contract_sla) is to use "service offering" type of SLA Definitions - those where field Service commitment = true. With that approach instead of hard-coding in start condition you would utilize data from your service model to trigger respective measurement. From your example I understand that you want to achieve differentiated measurement for one service depending on user / customer. For that you can define your service with multiple child service offerings (Gold, Silver, ..) and link those offerings through respective commitments (service_commitment) to respective SLA Definitions. Depending on how you work with incident form, you can define in SLA Engine, whether these measurements from service offerings will be trigger based on service offering being selected in incident field Configuration Item or field Service Offering. Then if you decide e.g. for incident field Service Offering, you will want to ensure in incident form that incident field Service Offering is populated in line with your pre-defined subscriptions, i.e. if Customer A is subscribed to Offering A of Service A, the Offering A will populate in incident impacting Customer A and Service A. Upon selection of Offering A in field Service Offering, measurement from SLA Definition linked to Offering A through commitment will trigger automatically.

You will see, whether this idea is helpful for your case.

Many thanks,

Martin

[Nisha30]

Hi Martin,

That was really helpful. I was also needing something like this. What I am little confused if you can please explain a bit in SLA definition what I need to select in Start Condition? will it be 'Service Offering' == xxxx.

Thanks