SLA

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Service Levels

Each incident created is allocated a service level (sometimes referred to as an SLA, or service level agreement) according to the service level set in the contract. SiT comes with just one service level 'standard' defined by default, but you can add more or customise existing levels to suit your requirements via SiT! | Control Panel | Service Levels.

The service level targets define an amount of time allowed for the incident to reach a certain stage of progression, ensuring your team meet these targets helps you to provide a better service. Targets have different times for each incident priority so you can aim to respond to high priority incidents faster.

The service level targets are:

  • Initial Response
  • Problem Determination
  • Action Plan
  • Resolution/Reprioritisation
  • Review*

You can meet a service level target by making an update to an incident or by sending an email and marking the service level you want to meet.

* An incident Review is a special type of service level target, the review period is not affected by the working week it is simply based on the amount of time an incident has been open, to review an incident make an update and mark the update type as 'Review'. Review periods are a useful way of preventing incidents from dragging on and on.

The service level can also specify whether an incident may be reopened. In some cases it may be useful to force a new incident to be created rather than an existing incident reopened.

Timed Service Levels

A service level can be marked as 'Timed' which means that any incidents created under it will have an extra 'Activities' tab which allows recording of timed activities for billing purposes.

When marked as 'Timed' a service level has three additional fields

  • Engineer Period
  • Customer Period
  • Limit

The first two additional fields specify the number of minutes that constitute a billing period. The Limit field specifies a default overdraft limit (as an amount of currency) for contracts under this service level. Activities will be allowed to accrue charges until this limit is reached. For example if you set Limit to -500 no more activities will be allowed once the balance drops below -500.

Incidents that are timed cannot be reopened, therefore the option to allow incidents to reopened is not available for timed service levels.

How incident status affects service level targets

As an incident progresses it will change status many times, for those times that the incident is not in the control of the engineer (for example when the incident is waiting for the customers response) the SLA clock is effectively stopped until the incident becomes active again.

The following table shows the effect that different incident status's have on the SLA.

Incident Status SLA Clock
Active Yes
Closed No
Research Needed Yes
Called And Left Message Yes
Awaiting Colleague Response Yes
Awaiting Support Response Yes
Awaiting Closure No
Awaiting Customer Action No
Unsupported No

See Also

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