Service Commitments and SLA reporting as a MSP, accounting for different jurisdictions.

[SB87]

I'm aware service commitments can be used to report on SLA performances within a given time period e.g. per day, per week, month, year, etc. However, is anyone able to enlighten me to how this would work for customers in different jurisdictions that are based in different time-zones? 

For example, say we have our instance of ServiceNow in London. To my knowledge, the commitments would be based on our platforms system date (GMT) at the time the results are processed. 

If we have a customer that is based in New York (Eastern Daylight Time, -4 GMT) then I believe this will skew their results because of the time difference it will mean that SLA results being reported on a weekly basis wouldn't align to what our system will report i.e. if our weekly reporting period is Monday-Sunday GMT then they would have different results that spill over into another week period.

Is anyone aware of a way to handle this use-case? Does ServiceNow support or have a way to ensure the SLAs being reported can be fixed to the reporting period based on the customers local jurisdiction.

@Sebas Di Loreto - I know you are very knowledgeable and have provided some great advice to me in the past. Hope you don't mind me reaching out to you directly 🙂

Many thanks,
SB