Standard Business Hours of Monday – Friday 8AM to 5PM count against the following Service Level Agreements
First Response - 4 hours
Incident or Service Request Resolution - 40 hours (1 week)
Change Resolution - 80 hours (2 weeks)
Standard First 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.
Sincerely,
The BSR Team
Tools:
Use this view to monitor the New Unassigned Queue:
https://captivate.atlassian.net/issues/?filter=10193
Use this view to monitor Incidents and Service Requests by Time to Resolution:
https://captivate.atlassian.net/issues/?filter=10194
Use this view to monitor Changes by Time to Resolution:
https://captivate.atlassian.net/issues/?filter=10195
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.
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:
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.
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