Standard Business Hours of Monday – Friday 8AM to 5PM count against the Service Level Agreement
First Response SLA is 4 hours, this is a Reply to Customer
(Please note you will see where we violated some SLA’s as in the past it was set to 2 hours)Incident or Service Request Resolution is 40 hours (1 week)
Change Resolution is 80 hours (2 weeks)
Standard Response:
Thank you for submitting your BSR ticket, this ticket has been assigned to <assignee name> and <he/she> will be contacting you for more information and/or explanation or support documentation. Thanks, the BSR Team.
On-Call Roster for March/April 2020:
March 2 - 8: Stace
March 9 – 15: Abe
March 16 – 22: Roshan
March 23 – 29: Andrea
March 30 – April 5: Karen
April 6 – April 12: Tom
Jeff DeSocio (Unlicensed) will take this from there
If anyone is on FTO during this time, please let Jeff know so he can re-arrange the schedule.
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More Notes from Wally:
We talked about the BSR service e desk and basically an On-Call rotation, where the person On-Call is responsible for Looking at tickets in the Queue at least once per hour and assigning any Unassigned tickets. The On-Call person is also responsible for Reply to Customer, The Reply to customer is:
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