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Example 1: Basic Calculation

Overview

In this simple example, 24/7- Support is set in the service time profile. Neither working times and holidays nor time zones are considered. Therefore, the escalation points are calculated according to the formula: Creation Date + Reaction Time or Solution Time from the respective service level.

SLA

Incident SLA

Service Levels

Reaction Time

Solution Time

Priority: High

1 hour

1 day

Priority: Medium

1 hour

3 days

Priority: Low

1 hour

5 days

Priority: None

1 hour

10 days

 

Service Time Profile

Working Times

24/7

Holidays

None

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

SLA

Incident SLA

Creation Date

Monday, 1/5/2009, 12:00 AM

Creation Date

Monday, 1/5/2009, 12:00 AM

Priority

High

Priority

Medium

Reaction Point

Monday, 1/5/2009, 1:00 AM

Reaction Point

Monday, 1/5/2009, 1:00 AM

Solution Point

Tuesday, 1/6/2009, 12:00 AM

Solution Point

Thursday, 1/8/2009, 12:00 AM

 

Ticket

Incident 3

Ticket

Incident 4

SLA

Incident SLA

SLA

Incident SLA

Creation Date

Monday, 1/5/2009, 12:00 AM

Creation Date

Monday, 1/5/2009, 12:00 AM

Priority

Low

Priority

None

Reaction Point

Monday, 1/5/2009, 1:00 AM

Reaction Point

Monday, 1/5/2009, 1:00 AM

Solution Point

Saturday, 1/10/2009, 12:00 AM

Solution Point

Thursday, 1/15/2009, 12:00 AM

Calculation of Reaction Points

Formula: Creation Date + SL Reaction Time = Reaction Point

  • Incidents 1-4: Monday, 1/5/2009, 12:00 AM + 1 hour = Monday, 1/5/2009, 1:00 AM

Calculation of Solution Points

Formula: Creation Date + SL Solution Time = Solution Point

  • Incident 1: Monday, 1/5/2009, 12:00 AM + 1 day = Tuesday, 1/6/2009, 12:00 AM
  • Incident 2: Monday, 1/5/2009, 12:00 AM + 3 days = Thursday, 1/8/2009, 12:00 AM
  • Incident 3: Monday, 1/5/2009, 12:00 AM + 5 days = Saturday, 1/10/2009, 12:00 AM
  • Incident 4: Monday, 1/5/2009, 12:00 AM + 10 days = Thursday, 1/15/2009, 12:00 AM

This example assumes that the working times are set to 24/7 and no holidays are considered.

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