Should I handle different SLAs for different customers with one SLA and different sets of goals or different SLAs?

Concretely, I want to have the following:

  • A "time to resolve" SLA that sets different goals for different priority issues. Higher priorities correspond to faster time to resolution. Priorities are Showstopper, High, Medium, Low.
  • Goals for special customers where the time is accelerated. For example, normal time to resolve for a medium priority issue is 10 days, but for a special customer it is 5 days.

It looks as if I could do this in one SLA with 8 goals (2 for each priority). Or I could do it in two SLAs with 4 goals each.

What are the pros and cons of the different approaches? Any practical experience?

-David

1 answer

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Hi David,

do you already have some experience in this topic? Which way did you chose and why?

best regards

No, we haven't moved on with a JSD deployment. First, the problem with the license model (solved now by Atlassian). Meantime, the target group lost interest....

Oh, okay. But thank you for the fast response!

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