Need to create SLA based on regional time zone

[shashanksha]

Need to create SLA based on regional time zone, Suppose Canada user raised the incident and sla got attached and that incident assigned to some Australia user then when that Australia user start looking into the ticket that ticket got breached till the time user look into it becasue of the different time zone.

Need some help to fugure out this issue.

Thanks,

Shashank Sharma

[Uncle Rob]

You're kind of being put between a rock and a hard place.
SLAs are between the organization and the customer.  So org is telling customer "Hey we'll get to  you in a few hours", but then send the ticket to Australia and lose all those hours.  

The real question is:  "What REAL expectation can we give the customer",

not "How do we defend our metrics against our own promises?"
It sounds a little like the org hasn't thought about OLAs before SLAs.  What can the teams promise each other in terms of responsiveness such that we can promise the customer something specific?


That said here are your options when constructing an SLA with a fixed duration.

[Uncle Rob]

Remember, "finding a way for our teams to avoid SLA timers" will almost always fly right in the face of "find a way to satisfy our customers faster"