Configuration of 24/6 SLAs

Core TSIs : Service Level Agreements : Example of a complex SLA scenario : Configuration of 24/6 SLAs

This example provides a simple and straightforward 24/6 SLA configuration with sub SLAs for the agreed reporting times. The main SLA (top level) contains the SLA agreements for problems reported on non-working days.

Screen capture of the SLA service with sub SLAs showing different service levels for different time slots

1. (0036) M&E Non-working days - this SLA service will handle all calls reported on non-working days. For these calls the service window will be applied against normal business hours: Monday until Friday between 08:00 and 18:00. Therefore the calendar which represents normal business hours is linked as the SLA calendar. Due to the fact that the service window starts during normal business hours, the highest priority is attached to this SLA, to get a reasonable TTR, TTA, TTF and TTC.

Screen capture of SLA validity calendar for all calls reported on non working days

2. (0037) M&E Mo – Sa < 8:00 - this sub SLA service handles all calls reported on Mondays until Saturdays during the early shift (00:00 – 08:00). Therefore the calendar which represents the early shift is linked to the validity period. For calls reported in this timeframe the 24/6 service window will be applied. That is the reason that the SLA calendar for 24/6 services is linked as SLA calendar.

Screen capture of SLA validity calendar for all calls reported from Monday to Saturday in early hours (00:00 to 08:00 hrs)

3. (0038) M&E Mo – Sa > 18:00 - this sub SLA service handles all calls reported on Mondays until Saturdays during the late shift (18:00 – 24:00). Therefore the calendar which represents the late shift is linked to the validity period. For calls reported in this timeframe the 24/6 service window will be applied. That is the reason that the SLA calendar for 24/6 services is linked as SLA calendar.

Screen capture of SLA validity calendar for all calls reported from Monday to Saturday during late hours (18:00 to 24:00 hrs)

4. (0039) M&E Mo – Fr 08:00 - 18:00 - this sub SLA service handles all calls reported on Mondays until Fridays during normal business hours (08:00 – 18:00). Therefore the calendar which represents the normal business hours is linked to the validity period. For calls reported in this timeframe the 24/6 service window will be applied. That is the reason that the SLA calendar for 24/6 services is linked as SLA calendar.

Screen capture of SLA validity calendar for all calls reported from Monday to Friday during normal business hours (08:00 to 18:00 hrs)

5. (0040) M&E Sa 08:00 - 18:00 - this sub SLA service handles all calls reported on Saturdays during normal business hours (08:00 – 18:00). Therefore the calendar which represents the normal business hours on Saturday is linked to the validity period. For calls reported in this timeframe the 24/6 service window will be applied. That is the reason that the SLA calendar for 24/6 services is linked as SLA calendar.