What to do when an expired SLA is contested?

[drjohnk]

This may be a basic question, but I'm curious on how other organizations have done to address the concern of an expired SLA being contested?

Obviously you could set as many SLA pause criteria as you wanted, or adjust the SLA's per discussions between support and the customer.

Another option would be to build in some kind of SLA exception handling mechanism where the owner of the SLA would have the opportunity to review these "exceptions", but that seems kludgey...

I'd argue this is more of an organizational process discussion than a tool-based discussion.

More than anything, I'm curious to see what other organizations do when an SLA is contested by a support team asserting that the SLA expiring "wasn't their fault".

Thanks!

[Jane Stone]

I'm interested to see if you ever came up with a good solution for this. In a multi-vendor, multi-SLA environment it is actually quite common practice for vendors to request exceptions against their contracted SLAs well after the incident has been resolved. I also have a current need for this functionality. I believe that this would need to be related to the specific Task_SLA row and would need to include specific exception reason, who approved the exception and when.