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

Intel CHD Jira Admin April 7, 2014

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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Steffen Döll October 21, 2014

Hi David,

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

best regards

Intel CHD Jira Admin October 21, 2014

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....

Steffen Döll October 21, 2014

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

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