SLA with multiple service commitments

[Rick v Geloven]

Use Case:

We have set up an SLA of 8 hours for working on incidents. The SLA has a service commitment for 90 for a certain service offering, meaning the vendor has to comply with the 8 hours SLA for 99% of the time.

But the vendor also committed to resolve the incidents within 4 hours in 90% of the cases.

Is it possible to measure this with two commitments for the same SLA, and if so, how to set it up?

Or is it necessary the create 2 SLAs, each with their own service commitment?

Or is there another way to implement this scenario?

[Mark Manders · Accepted solution]

You will need to create a second SLA to measure the 4 hours as well, because it's a different agreement. You cant set this up on the 8 hour SLA without doing a lot of custom scripting to get any results. It is a weird construction, but I have seen them before. Bottom line is: the effort needed to resolve it, is always within 4 hours. They just aren't in breach if they don't make it on all of them.