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Service Level Agreement Issue

  • 1.  Service Level Agreement Issue

    Posted Mon April 24, 2017 10:27 AM

    I have a series of Service Level Agreements that I cannot get to work as required. Essentially I have a Calendar set up with a total of 24 hours 5 days a week and zero on Sat & Sun. The Business hours are 08:00 - 17:00 - 9 hours and the Out of Hours is the other 15. In the SLA I set the Response times to 3 days or 5 days. However the target date/times came up as 13 days. This appears to be (5days*24hours)/9 hours = 13.3. Now I changes the SLA Unit of measure to hours and entered 45 and it works. Great.  But this then creates a problem for the next client that has different daily working hours, so depending and what day the call is logged the number of working hours required to get to the correct Date/time varies.

    Example:- 

    Works 8 hours Mon & Tue, 5 on Wed, 8 on Thus & Fri and none on Sat & Sun. 

    Therefore a 3 day SLA is a problem because logged on a Monday a SLA of (8+8+5) gives 21 hours. Yet that won’t work on a Friday would be (8 Fri + 8 Mon + 8 Tue) 24 hours.

    So how do I get round this and why doesn't the Unit of Measure - DAYS not appear to work?

     



  • 2.  RE: Service Level Agreement Issue

    Posted Thu November 09, 2017 05:28 PM

    Hi Andy,

    I'm a community manager for IBM Middleware User Community and I noticed that there hasn't been a reply to your question. I'd like to suggest posting in the site-wide IoT Asset & Facilities Management forum. The forum has about a 90% response rate, so there's a great chance someone will have some more insight. 

    Or, I am happy to do this on your behalf as well, just let me know :)