Skip to main content
Matrix42 Self-Service Help Center

Service Levels

Overview

The Service Levels dialog page is required to define the different service levels (SL) that apply to a contract. An SLA can contain several service levels, one for each existing combination of Ticket Type and Priority, for example, "High Priority Incidents". For definition of service levels, the Reaction Time, the Solution Time, and the respective Service Time Profile are mandatory. These are used for calculation of the ticket's actual escalation points.

aservicescope.jpg

Service Time Profiles

Service time profiles (STP) can define the actual working times of a single support team or an entire service desk. For support desks that are spread over different countries, these service time profiles contain vital information about the different working times, time zones, and holidays of these locations.
For the calculation of ticket escalation points, the matching service level (by priority and ticket type), including its service time profile, is taken from the SLA that is assigned to the ticket.

aservicetimeprofile.jpg

Working times are hours within the days of a week, which are added in the calendar as Service Times. Those days which have at least one hour of service time are called working days (or business days). Days that have no service times at all are non-working days. Service times are related to countries, which define a set of holidays.

The holidays of the selected country overwrite working days; the holiday's attribute Apply Regional Holidays And Vacations is set. The escalation points are always aligned with the time zones of service time profiles, and are therefore always within the active working times.

Examples

Setting Up Three Different Service Time Profiles

Consider the following situation: a support desk is working 24 hours, 7 days a week. Because the company has locations all over the world, there are three different support centers in Germany, Japan, and the United States, which are on rotational duty. Each support center has a daytime shift of 8 hours - 9 am to 5 pm local time. All three support centers offer support for the same services.

Defining Similar Service Level Agreements

Define three similar Service Level Agreements with the desired entitlement, scope, and fulfillment. To simplify this example, these SLAs are defined for all users, assets, and services, and only one service level is defined for incidents with high priority.

SLA Japan Service Level Agreement

Service level for high priority incidents and Daytime Shift Japan STP. 
Reaction time is 1 hour and solution time is 3 hours.

SLA Germany Service Level Agreement

Service level for high priority incidents and Daytime Shift Germany STP. 
Reaction time is 1 hour and solution time is 3 hours.

SLA USA Service Level Agreement

Service level for high priority incidents and Daytime Shift USA STP. 
Reaction time is 1 hour and solution time is 3 hours.

Track and Process Tickets

Incident 1

The user Maria, who is located in Germany, reports an incident with high priority at 5/29/2013 11:05 AM (GMT+1). When the support staff clicks the SET SLA button or simply saves the ticket, Matrix42 Workspace Management applies the SLA Germany as the SLA with the most critical solution point.

Reaction Point: 5/29/2013 12:05 PM (GMT +1) / Solution Point: 5/29/2013 2:05 PM (GMT +1).

Incident 2

The user Maria, who is located in Germany, reports an incident with high priority at 5/29/2013 5:24 PM (GMT+1). When the support staff clicks the SET SLA button or simply saves the ticket, Matrix42 Workspace Management applies the SLA USA as the SLA with the most critical solution point.

Reaction Point: 5/29/2013 6:24 PM (GMT +1) / Solution Point: 5/29/2013 8:24 PM (GMT +1).

Incident 3

The user Maria, who is located in Japan, reports an incident with high priority at 5/29/2013 5:24 AM (GMT+1). When the support staff clicks the SET SLA button or simply saves the ticket, Matrix42 Workspace Management applies the SLA Japan as the SLA with the most critical solution point.

Reaction Point: 5/29/2013 6:24 AM (GMT +1) / Solution Point: 5/29/2013 8:24 AM (GMT +1)

  • Was this article helpful?