SLA Time Zones

[jjarka]

We are just starting to utilize SLA's in our organization.   Our first SLA that I set up didn't work.   After some digging around I found a conflict with the SLA Admin properties that were originally configured and the SLA properties that I set up for my SLA definition.   Our system settings are set to run off the tasks location time zone and   mine was set up using business hours for the CI which is based on Central time.   So in my SLA definition I set the timezone field to none thinking that it would use the business hours I had configured per the customers request where the task was located. The problem arose when a user in India opened an issue and the SLA hadn't run for a couple of hours as it was created in IST time which just happend to be outside of the business hours in Inida, but not outside of the business hours in the US, so the SLA didn't kick off for 2 hours until it the business hours time zone in IST.  

My question is how have other companies configured these settings for a global company?   What other items should I be considering when setting these SLA's up?   I haven't made any changes yet but my business customer is getting antsy because they want their SLA to work, but I want to make sure that if we change the SLA admin property that it will work for our purposes.      

[jjarka]

Sean,

That is correct.   We have never really used SLA before, I don't know why, but I am now tasked with doing so.   I was unaware of the SLA admin settings when I set the first SLA up.   I am not use a CI SLA setting right now, but I am thinking maybe I should.   In my case this service has coverage between 22:00 to 16:00 central time.   This covers India and the US.   For the off hours I have set up Rota's to page people from these specific assignment groups.