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
Tip: Use this view to monitor the Queue
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.
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:
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 person will go through open items on the BSR service desk to ensure we are with SLA of 4 hours for time to respond. Just because the ticket is assigned, it doesn’t mean the assignee, or the On-Call person has already responded to customer. It’s easy to see this data, just open any tickets created today, or tickets since last time you checked.
On-Call person will also monitor Time to Resolution, If you see we are within 8 hours of violating the SLA, please reach out to both Assignee and Jeff to make them aware and Git ‘R Done!
Please note: Hours are based on Monday – Friday 8AM to 5PM
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)
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 will take this from there….If anyone is on FTO during this time, please let Jeff know sop he can re-arrange the schedule.
Add Comment