Example 5: Service level units in hours and days
Table of Contents
Overview
This example compares two Service Level Agreements. In the first agreement, the solution time is specified in hours, and in the second agreement it is specified in days.
| SLA | Incident SLA 1 | |
|---|---|---|
| Service Levels | Reaction Time | Solution Time |
| Priority: High | 1 hour | 24 hours |
| SLA | Incident SLA 2 | |
|---|---|---|
| Service Levels | Reaction Time | Solution Time |
| Priority: High | 1 hour | 1 day |
| Service Time Profile | |
|---|---|
| Working Times | Monday - Friday, 08:00 - 17:00 |
| Holidays | Friday, 5/1/2009 |
| Time zone of the system | Karlsruhe (GMT+1) |
| Time zone of the ticket creator | Karlsruhe (GMT+1) |
| Ticket | Incident 1 | Ticket | Incident 2 |
|---|---|---|---|
| SLA | Incident SLA 1 | SLA | Incident SLA 2 |
| Creation Date | Thursday, 4/30/2009, 12:00 PM | Creation Date | Thursday, 4/30/2009, 12:00 PM |
| Priority | High | Priority | High |
| Reaction Point | Thursday, 4/30/2009, 1:00 PM | Reaction Point | Thursday, 4/30/2009, 1:00 PM |
| Solution Point | Wednesday, 5/6/2009, 9:00 AM | Solution Point | Monday, 5/4/2009, 12:00 PM |
Calculation of Reaction Points
Formula: Creation Date + SL Reaction Time = Reaction Point
- Incidents 1-2: Thursday, 4/30/2009 12:00 PM + 1 hour = Thursday, 4/30/2009 1:00 PM
Calculation of Solution Points
Formula: Creation Date + SL Solution Time = Solution Point
- Incident 1: Thursday, 4/30/2009 12:00 PM + 24 hours = Wednesday, 5/6/2009, 09:00
Friday, 5/1, Saturday and Sunday are not working days. Only working hours within the working days are used for the calculation, i.e. 9 hours per day from Monday to Thursday during this specific week.
- Incident 2: Thursday, 30.04.2009 12:00 + 1 day = Monday, 04.05.2009, 12:00
Friday, 5/1, is not a working day. Because only working days can be considered for the calculation, the next working day is Monday.