I have been trying to set up a tiered SLA system within our organization, but have not had great luck.
Any insights would be helpful.
We are a startup that has a frontline operations team and a secondary dev support team. All requests are initially assigned to our primary operations team. The operations team members field tickets and determine if they need dev support (we offer a service and as well as a software). If dev support is not needed, our operations team handles the request themselves.
Our goal is a 2 hour resolution time for our front line operations team. If a ticket requires escalation to our dev team, we want to give the development team 4 hours to resolve the ticket from the time the ticket was assigned to the development team.
I am looking for a way to have an SLA for our development team that begins as soon as the ticket is assigned to them by our operations team.
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