Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Timezones settings for projects with customers in multiple countries and SLAs

Hi 

I have set up a project for our product our customer Success team supports but we have customers in NZ, Australia and the UK. In terms of SLAs (time to respond and time to resolve) what can I do to handle this accurately? Do I need to set up goals for each country and add in the orgs. Or is there a better way?

 

Any help/advice gratefully received. 

 

Helen

1 answer

0 votes
Ajay Community Leader May 16, 2021

Hi @hclarke 

Is the support team based out of a single timezone/location ?

Jira Service Management lets you create calendars that match the working hours of your team including lunch breaks, holidays, and weekends.You can then assign that calendar to an SLA(s), so the SLA clock stops when your team are away. 

Regards

Ajay

Hi Ajay 

The Support for Australia and NZ is currently done out of NZ (we plan to have someone on the ground in Australia in the next 6-12mths though) and the UK support is done out of the UK. 

The customers SLAs are all the same but match the customers time zone.

 

Unfortunately it gets complicated with the above the only wat I can see to do it is to create a set of SLAs for each country and add the customer orgs to it. 

 

Helen

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

298 views 9 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you