Question re: SLAs when Incident is maintained via Integration

[Neel Patel]

Hi All,

Looking for some suggestions from experts here.

We currently have 3rd party integration for some type of incidents, the issue is 3rd party SLA and my companies SLAs does not match.

That results is 90% of the incident in breached status and causes escalations. Has anyone else faced this issue?

Thank you in advance for advise or suggestions.

Current solution we have in mind is very custom - putting the incidents on-hold for certain period of time
Trying to think if we can avoid customization if possible.

[Dr Atul G- LNG]

Hi @Neel Patel 

We currently have 3rd party integration for some type of incidents, the issue is 3rd party SLA and my companies SLAs does not match.

That results is 90% of the incident in breached status and causes escalations.

Atul: Neel, these kind of issues mainly deal at process level first, like in your case, 1st see why SLA get breach is actual reason or just any other reason.  Once we clear on process then we can update the platform.

Current solution we have in mind is very custom - putting the incidents on-hold for certain period of time
Trying to think if we can avoid customization if possible.

Atul: This is actually a valid way to do, else you just think every 3rd party has its own SLA and also with 3rd party depend on many factors so use on hold is good option.

[Neel Patel]

We have already determined the cause.

Our SLA are shorter then the vendor.

[Dr Atul G- LNG]

Okay, so any action for us or if you happy to close the thread.

[Amit Pandey]

Hi @Neel Patel 

Ideally the SLAs should match in both the systems. I wonder why you have shorter SLAs than the vendor. 

Regards,

Amit