SLA Example
Wurde aktualisiert 22 Tagen zuvor
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Created bySunil Satish
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Ereignisse
Website FS RFS is submitted on 2/1/2024
Complexity is low (SLA is based on complexity)
SLA timer begins
SLA timer counting down from 11 days/99 hours
Original due date is 2/11/2024 (ignoring business days for this example)Proposal complete & routed to Customer on 2/5/2024
JIRA ticket moved to Customer Authorize Proposal Status
SLA timer pauses
SLA timer currently paused with 6 days/54 hours remaining
Due date is fluid at this point and only re-established when Customer provides responsesSIPA approves Proposal on 2/21/2024 (past original due date)
JIRA ticket moved to Planning followed by Work Order Development
SLA timer stops
SLA timer stops as Proposal was delivered/approved (but would show as met or breached)
SLA timer was met with 6 days/54 hours remainingWork Order developed and submitted to SIPA on 2/23/2024
JIRA ticket moved to SIPA Authorize Work Order
Once Work Order is approved, project is queued and eventually picked upCustomer approves Proposal on 2/5/2024
JIRA ticket moved to SIPA Authorize Proposal Status
SLA timer remains paused
SLA timer currently paused with 6 days/54 hours remaining
Due date is fluid at this point and only re-established when SIPA provides responses
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