How to design an SLA in Jira to support our on going response SLA

Question

We have an "On Going Response" SLA which means that we need to update the customer every hour for example.

So if we respond every hour or less then we are compliant.

But everytime we respond beyond 1 hour then we are breached.

The timer restarts everytime we respond.

We've used many conditions and rules but cannot seem to make the SLA measurement in Jira work.

Any ideas how we do this?

Thanks

Erwin Conchada · Answer

Thanks we'll try Intenso

Susan Hauth _Jira Queen_ · Answer

Hi Gio,

The question @Jack Brickeyrefers to I put a lengthy reply in there on how to make that work.  The SLA won't start and stop on the same step/action.  You may need to put an interim step in there.  Automation can help out with that.

Susan

Gio Bacareza · Answer

From Jira documentation it says this:

"In an SLA that guarantees a fast response time from your team, time starts when the issue status is Waiting for Support and stops when the status is Waiting for Customer. Each time the issue meets the start condition, a new cycle of the SLA will begin."

This is exactly the SLA I am looking for.

But setting these conditions as stated above did not work:

Start = Waiting for Support

Stop = Waiting for Customer

How can I set this SLA?