Incident Fix Times?

  • 8 September 2022
  • 2 replies

Userlevel 7
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I’ve written about this in the past but can I find it now?

So, I thought I’d ask the Community - what do your SLAs promise in terms of the fix times for P1, P2, P3, and P4 incidents? 

There’s no right or wrong answer but it would be good to see what different IT support teams are aiming for. Thanks :)

2 replies

Userlevel 6
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@manns interesting question. I will lead of by stating the first thing I ask is what are the business expectations with the preface that faster response times could mean a need for more staff. We also use the fresh service automator to set priority based on the impact and urgency defined in the ticket. Our target SLO response times are below.



Userlevel 7
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Thanks @keefe.andrews. I’ll share some employee perceived lost time insight once it becomes publicly available that will add some extra flavor to how we see IT support service-level targets :)