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SLA Example
Updated 15 days ago
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Created by
Sunil Satish
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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 responses
SIPA 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 remaining
Work 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 up
Customer 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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