SLA for different working hours

[CatarinaLima]

Hello,

I'm facing an issue regarding setting up SLAs. We have a contractor with different 'stores' and each one with different working hours. For example:

- store 1: open from 9 to 10 - monday/saturday

- store 2: open from 11-14 - monday

- store 3: open from 9 to 11, 14 to 15 - monday/tuesday

- etc

1. In this perspective, and following the example, do I need to create 3 different schedules (last one with 2 schedule entries) and 3 SLAs (one for each schedule)?

2. If we are talking about around 400 stores, each one different from the other, is this feasible manually? 

3. In order to maintain the schedules up to date every time there is a change on the opening hours, what's the best way to do it? Catalog item?

Thank you so far!

[Dr Atul G- LNG]

Hi @CatarinaLima 

Practically it is a very tough use case as it depends in the store.

1. In this perspective, and following the example, do I need to create 3 different schedules (last one with 2 schedule entries) and 3 SLAs (one for each schedule)?

Atul: Yes, if this is going to fix for all 400 stores. 

2. If we are talking about around 400 stores, each one different from the other, is this feasible manually? 
Atul: Then need to create 400 Schedule, but before you do that, try to standardize, then consolidate and then build.

3. In order to maintain the schedules up to date every time there is a change on the opening hours, what's the best way to do it? Catalog item?

Atul: Catalog item is required to keep track who requested and what changes.

[Mark Manders]

How is the real SLA with the contractor defined? Not the SLA definition, but the SLA on paper. Does that say: 'based on story, by opening hours'? 

How are the records routed (is there a 'store' field on the record to which you link the SLA condition)? It sounds like you are in going into a nightmare, looking at it from a maintenance point of view.

It doesn't feel good that you have to wait a day longer, if a store is closed. I don't know in what business you are operating, but if you are relying for work done by a contractor that can just change the opening hours and with that can make the SLA or not, it's a weird construction. You are asking for a service that should be handled within certain hours. It's up to the contractor to provide that. I can't get my head around that a contractor can make its SLA requirements on one case spending 3 weeks (say SLA is 6 days and it's for the Mo/Tu store) and another one has to do it within the same week, because it's open 6 days. How do you explain this to the creator of the ticket?