SLA Across Borders - A Support Agent’s Perspective

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I've been working as a support agent for over 8 years now. For me, it's more than just a job - it's about genuinely wanting to help, share knowledge, and stick to the response times we've committed to. After all, I also find myself on the other side sometimes, and when I do, I want answers fast 💁‍♀️

That’s where the ultimate must-have comes in: SLA.
More precisely, a well-configured SLA.

Apart from the obvious things, like setting different response times based on priority or issue type, and calculating them using business hours (where native JSM SLA works great), there’s one specific challenge I often face in my work:

🔀Collaborating on requests with the development team.
When a reported issue requires deeper technical analysis, I pass it over to the dev team. 
And here's the problem - we still want to guarantee timely responses to our customers, but Software projects don’t have SLA functionality...

So, what if we could set up a global SLA - shared between the Support Team and Dev Team - with conditions that define when the clock starts, pauses, or resumes, depending on who’s actively working on the issue? 🤔

⏳Beyond the challenge of cross-team collaboration, I believe anyone who has worked in customer support has faced this moment: a customer following up, asking when they can expect a reply, and bumping their request. And honestly, I fully understand them.
So what if we could give them that clarity upfront, without them needing to ask? 

If you felt that any of my stories resonated with you because:

• your Jira processes require collaboration between Service Management and Software teams,
• you want to share selected SLA metrics with your customers,
• or you're simply looking for a broader, smarter approach to SLA configuration...

Then the Deviniti app - SLA Time Management might be something for you💡

🗓️ If you’d like to explore more perspectives and challenges related to SLAs, my colleagues will be talking about it during a webinar on July 8. You can sign up here!