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Improve SLA table

    • Closed Issue created by username-removed-293650 @balameb

    Description

    Our current SLAs or a bit vague and should match industry standards including:

    • Initial Reply
    • Status Update
    • Time to Solve
    • Management Escalation (optional)

    Designs

      Child items ...

      2. Activity

      • Ernst van Nierop
        Ernst van Nierop @ernstvn ·
        Owner

        We do track first response, which is what we have set SLA for.

        We also track next response time, with an internal SLA.

        We don't have an SLA for time to solve... and it does not make sense to me to set an SLA for that since issue can vary wildly in what drives their time to solve.

        I'll go ahead and close this issue for now, but feel free to disagree and re-open if needed.

      • Ernst van Nierop Status changed to closed

        Status changed to closed

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