Service Level Agreements Best Practices

[Bayanitani89]

Hello,

I have several questions related to SLAs that I would appreciate an input about. 

1) The SLAs are active/not paused even when the ticket is waiting on contact or waiting on a third party. Is there a solution to that?

2) When the ticket is internal or is an update on a Jira ticket, the SLA is still active (although in many of these cases there is no need for a first reply - but sometimes there's a need to keep it there for a future reminder)

3) Can I automatically add a task from a ticket OR link a particular ticket to create a task (similar to Gmail-tasks)?

4) When a team member is in a meeting or is away, the SLA is still active. How can I change this?

Note that our subscription is: startup professional subscription. 

Given these challenges, I am thinking to pause the whole SLAs but then I come with the question of: how to track the performance of my team? will I still get time to first response if the SLAs aren't on?

Will appreciate any support!

[Waqas56]

Service Level Agreements (SLAs) are critical for setting clear expectations and ensuring accountability in service delivery. When creating or managing SLAs, especially for replay systems (e.g., systems that reprocess or replay data/events in applications like financial services, gaming, or distributed systems), here are some best practices:

Define Clear Objectives

Set Measurable Metrics

Define Escalation Paths

[Bayanitani89]

Hello @kennedyp 

Thank you for the prompt reply. I ended up emailing the support 🙂 

Unfortunately many of these options are not available. But on the bright side, several ones are already suggested by fellow users...so let's see and hope for the best!

[kennedyp]

Hey @Bayanitani89! Thanks for your post. I understand you have a few questions regarding SLA best practices. 

I want to invite some subject matter experts to see if they have any suggestions.

Hey @Josh, @karstenkoehler, @MadisonMoniz do you have any tips or tricks to share regarding SLAs in the inbox? 

Best,

Kennedy