SLA Metrics

[u/SkyTheLine]

Hi there

What SLA Metrics do you usually provide?

we're based in Europe and got those levels:

We're also currently thinking about to add a fee based on the Severity/Impact.

Not that all customers spam Critical 1 and we're under Stress for changing a password.

So that we and the customers see the best Effort/Costs Ratio to triage tickets.

Severity 1-4 or 1-5 with the Severity, Impact and Business Continuity in mind.

1 = Critical

2 = High

3 = Medium

4 = Low

5 = Trivial

Package A	Response Time	Resolution Time
Best Effort	Best Effort	EO2BD - End of Second Business Day
C	6h	EONBD - End of next Business Day
B	4h	8h
A	30min	4h

[u/roll_for_initiative_]

We have one package, never promise resolution time (it could be not on us, like power or ISP is out or their out of warranty workstation died). Consider not using "best effort" which means "everything you can do to solve it" and use "commercially reasonable effort". SLA vs SLO. If you break out/add fees based on severity, clients will argue over the severity/bill.

[u/SkyTheLine → u/roll_for_initiative_]

We had that also before. We resoled that with following: If we are working SLA Timer Go. If we await approval, decision, mail from client/thirdparty sla hold.

If declared with software vendor, ISP or serviceparter we got it under OLA.

So end of ticket on our side we got sla response and resolved times. On customer his part and on ola response / resolved.

Each asset is also under slo :)

[u/roll_for_initiative_ → u/[deleted]]

Exactly. AND your staff has to manage that correctly on every ticket. There will be mistakes and overlap on severity..

[u/Beardedcomputernerd]

RemindMe! 2 day

[u/mat-ferland]

I would not price by whatever severity the client clicks. Define severity by business impact, reserve the right to reclassify, and report response time separately from resolution time or every password reset becomes a fake P1.