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Incident SLA Design for SNWR

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In this lesson, you will learn:

  • SNWR’s SLA targets for each priority
  • Why P1 uses a 24×7 schedule
  • When the SLA clock pauses
  • How to build one SLA definition

🔁 Quick look back: Last time: On-Call Scheduling. You learned how to build an on-call rotation with members, rosters and an escalation path.

1 “The SLA clock stopped at 6 PM!”

In testing, a P1 is logged at 10 PM.

  • Ravi is paged by on-call at once.
  • But the P1 SLA uses business hours, so its clock is stopped until 9 AM.
  • The report says the P1 was fixed “in 2 hours”. It really took 11.

🎯 The problem: An SLA on the wrong schedule tells the wrong story.

👉 The fix: put P1 SLAs on the 24×7 schedule, and the rest on business hours.

2 SNWR’s SLA matrix

SNWR's incident SLA matrix. P1 Critical: respond in 15 minutes, resolve in 4 hours, on SNWR 24x7 Critical Support. P2 High: respond in 30 minutes, resolve in 8 business hours, on the caller's business hours. P3 Moderate: respond in 4 business hours, resolve in 3 business days. P4 Low: respond in 1 business day, resolve in 5 business days.
Figure 1. Every priority has a target, and the right clock.

💡 Good to know: Need a refresher? See Fundamentals › SLA Management.

3 The right clock

Key term: Response SLA

How fast someone starts working on it.

Key term: Resolution SLA

How fast it’s fixed.

Key term: Pause condition

When the clock stops, like On Hold waiting for the caller.

  • P1: SNWR 24×7 Critical Support. The clock never stops for nights or weekends.
  • P2 to P4: business hours, in the caller’s time zone. London callers use UK hours; Mumbai callers use India hours.
  • Pause on hold, when waiting for the caller or a vendor.

⚠️ Heads up: Don’t pause for Awaiting Change or Awaiting Problem at SNWR. Those waits are still IT’s job, so the clock keeps running. Daniel agreed.

4 Let’s try it: build the P1 resolution SLA

  1. Go to All › Service Level Management › SLA Definitions and click New.
  2. Name: SNWR P1 Resolution (4h). Table: Incident. Type: SLA. Duration: 4 hours.
  3. Schedule: SNWR 24×7 Critical Support.
  4. Start condition: Priority is 1 – Critical. Stop condition: State is Resolved. Pause: State is On Hold and On hold reason is Awaiting Caller or Awaiting Vendor.
  5. Save. Create a P1 incident and check the SLA is attached with the right schedule.

5 Quick recap

  • Each priority has a response and a resolution target
  • P1 uses the 24×7 schedule, like on-call
  • P2 to P4 use business hours in the caller’s time zone
  • The clock pauses only when waiting for the caller or a vendor
  • Record the SLA matrix as a design decision

6 Check yourself

Think of your answer first. Then tap to check.

1 Which schedule does SNWR’s P1 SLA use? Show answer

SNWR 24×7 Critical Support.

2 A London caller logs a P3. Which hours count? Show answer

UK business hours, in the caller’s time zone.

3 Does the SNWR clock pause for Awaiting Change? Show answer

No. Only for Awaiting Caller and Awaiting Vendor.

4 What’s the P1 resolution target at SNWR? Show answer

4 hours.

Nice work! SNWR’s SLAs now tell the true story. 🎉
Next up: Legacy Agent Experiences: UI16 and Agent Workspace

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