How to define 16X5 SLA?

[prashantdharne]

Hello,

We need to define new SLA's in the new year. I have never worked on SLA's and we need to define SLA like 16X5 or 20X5.

Right now I see the existing SLA schedules as 8-5 weekday and timezone is floating. How do we define SLA for 16X5? What schedules should I put to achieve that?

[drjohnchun · Accepted solution]

I'd suggest

1. Create a new Schedule for 16x5 based on the existing Schedules - you just have set what the new extended hours are.
2. Create/modify SLAs using the new Schedule.
3. Repeat the same for 20x5

Hope this helps.

Please feel free to connect, follow, mark helpful / answer, like, endorse.

John Chun, PhD PMP

Winner of November 2016 Members' Choice Award

[prashantdharne]

Hi John,

Thanks for taking your time out to reply. I had a couple of more questions:

If the shifts are in seperate times. Like 8AM - 4PM and then later 8PM - 2AM, how do we handle this? Do we add multiple lines in the schedule entries?

[drjohnchun]

Yes, you'll need to add multiple Schedule Entries.

[prashantdharne]

Perfect. Thanks a lot. I appreciate it.