Hello team,
I am new to ServiceDesk and need your help in setting up SLA's for my org.
Hours of Operation: is 24/7 for critical systems/issues, business hours for non-critical support.
- Critical Systems / issues will be escalated to on call after normal business hours
- Normal business hours are Monday-Friday, 9am – 6pm (excluding holidays)
Response and Resolution Times:
- Critical : Response in 5 minutes, resolution within 1 hour.
- High : Response in 15 minutes, resolution in 4 hours.
- Medium : Response in 30 minutes, resolution within 8 hours.
- Low : Response within 2 hours, resolution within 24 hours.
Looking forward for your valuable inputs.
