Multiple SLAs on a Single Incident in Real Production – When Does It Happen?

[neerajydv11]

Hi Everyone,

I wanted to understand whether in real production environments there are scenarios where multiple SLAs need to be applied to a single Incident.

If yes, in what kind of situations does this typically happen?

It would be really helpful if someone could explain this with a real production example.

Thanks in advance!

[Chris Plunkett]

Can't speak for everyone obviously, but I've had clients in the past that had two different types of SLAs on Incidents.  One was a response time SLA that measured the time it took from creation to the time for the incident to get assigned to a technician and work begun.  In additional all incidents also had a resolution time SLA based on priority that measure the time from creation to the time the incident was resolved.  So essentially, all the incidents had two different SLAs.