Example of a complex SLA scenario

Core TSIs : Service Level Agreements : Example of a complex SLA scenario

This example is about configuring a complex SLA scenario for companies working with flexible business hours. In this scenario, the service window to execute orders has been set to 24 hours / 6 days a week, while Sundays and holidays are defined as non-working days. Different priorities have been defined for problems reported within the specified reporting hours.

Reporting day	Reporting hours	Priority (KPI)	Calendar used to resolve problem
Monday – Friday (= main calendar)	08:00 – 18:00	TTR = 2 hours TTC = 4 hours	All calls submitted within this timeframe will be resolved in a 24/6 service window (24 hours during 6 days,except Sundays)
Monday – Saturday	00:00 – 08:00 18:00 – 24:00	TTR = 4 hours TTC = 8 hours	All calls submitted within this timeframe will be resolved in a 24/6 service window
Saturday	08:00 – 18:00	TTR = 6 hours TTC = 12 hours	All calls submitted within this timeframe will be resolved in a 24/6 service window
Sunday	00:00 – 24:00	TTR = 2 hours TTC = 4 hours	Calls submitted on Sundays will be resolved on the basis of the main calendar (Mo – Fr 08:00 – 18:00).
General bank holidays like 1st January (New Year) 25th/26th December ( Christmas )	00:00 – 24:00	TTR = 2 hours TTC = 4 hours	Each call on a public /national holiday will be resolved on the basis of the main calendar.
Regional holidays (depends per property)	00:00 – 24:00	TTR = 2 hours TTC = 4 hours	Each call on a regional holiday will be resolved on the basis of the main calendar.
Regional shopping days on agreed Sundays and/or holidays	08:00 – 18:00	TTR = 6 hours TTC = 12 hours	All calls submitted within this timeframe will be resolved during opening hours. If this is not possible, the main calendar is taken into account.