Best practice for SLA configuration

[Vivek Gupta]

I would like to understand the best practice to configure the SLA in Service now. 

Should it be as per user time zone or assignment group time zone. What if assignment group works as per IST time zone however user is raising a request from USA. 

Kindly suggest

[J Siva]

Hi @Vivek Gupta 

Configuring SLA completely depends on the agreement/contract between the client and the service provider.

For example if your client is a global client where they have their branches all over the globe and in the contract if the service provider agreed for 24/7 support, then the timezone should be "caller timezone".

Please check with your client/company to understand the contract and configure the timezone, schedules & other conditions.

Hope this clarifies your query.

Regards,

Siva

[AndersBGS]

Hi @Vivek Gupta ,

There is no best practice for configuring SLA is this depends on the contract between organization and vendor / supplier. You instead should understand what contract agreement there has been made and configure the SLA accordingly.