Setting SLAs

Julie Rose March 19, 2018

Can I set up more than 1 metric for a SLA.

I currently have one for Time of resolution

But I want to set up time to first response as well.

Will this affect the first SLA metric?

Thank you

 

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Jack Brickey
Community Leader
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March 19, 2018

certainly. I don't know what the limit is but I have as many as 3 on some projects: Time to Resolution, Time to First Response, Non-responsive Customer.

Julie Rose March 20, 2018

Hi Jack

Thanks for your response.

What metric did you set up for Time to First Response - the start and stop entries - thank you

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 20, 2018

TTFR: Start = Issue Created, no pause, Stop = Comment: For Customer

NRC: Start = Entered Status: Waiting for customer, no pause, Entered Status: Done, Entered Status: Waiting for support

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