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Standard Business Hours of Monday – Friday 8AM to 5PM count against the following Service Level AgreementAgreements
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): 4 hoursIncident or Service Request Resolution is : 40 hours (1 week)
Change Resolution is : 80 hours (2 weeks)
Standard First Response:
Thank Thank you for submitting your BSR ticket, this .
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
Sincerely, the
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
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Tools:
Use this view to monitor the New Unassigned Queue:
https://captivate.atlassian.net/issues/?filter=10193
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Use this view to monitor Incidents and Service Requests by Time to Resolution:
https://captivate.atlassian.net/issues/?filter=10194
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Use this view to monitor Changes by Time to Resolution:
https://captivate.atlassian.net/issues/?filter=10193>10195
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On-Call Roster for 2020:
Week No | Start | End | Assignee |
|---|---|---|---|
10 | March 2 | March 8 | Stacey |
11 | March 9 | March 15 | Abe |
12 | March 16 | March 22 | Roshan |
13 | March 23 | March 29 | Andrea |
14 | March 30 | Apr 5 | Karen |
15 | Apr 6 | Apr 12 | Tom |
16 | Apr 13 | Apr 17 | |
17 | Apr 20 | Apr 24 | |
18 | Apr 26 | May 1 |
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 Original Email 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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On-Call Roster for March/April 2020:
March 2 - 8: Stace
March 9 – 15: Abe
...
March 30 – April 5: Karen
April 6 – April 12: Tom
Jeff will take this from there….If anyone is on FTO during this time, please let Jeff know sop he can re-arrange the schedule.