Example 1: basic calculation
Table of Contents
Overview
In this simple example, 24/7- Support is set in the service time profile. Neither working times and holidays nor time zones are considered. Therefore, the escalation points are calculated according to the formula: Creation Date + Reaction Time or Solution Time from the respective service level.
| SLA | Incident SLA | |
|---|---|---|
| Service Levels | Reaction Time | Solution Time |
| Priority: High | 1 hour | 1 day |
| Priority: Medium | 1 hour | 3 days |
| Priority: Low | 1 hour | 5 days |
| Priority: None | 1 hour | 10 days |
| Service Time Profile | |
|---|---|
| Working Times | 24/7 |
| Holidays | None |
| Time zone of the system | Karlsruhe (GMT+1) |
| Time zone of the ticket creator | Karlsruhe (GMT+1) |
| Ticket | Incident 1 | Ticket | Incident 2 |
|---|---|---|---|
| SLA | Incident SLA | SLA | Incident SLA |
| Creation Date | Monday, 1/5/2009, 12:00 AM | Creation Date | Monday, 1/5/2009, 12:00 AM |
| Priority | High | Priority | Medium |
| Reaction Point | Monday, 1/5/2009, 1:00 AM | Reaction Point | Monday, 1/5/2009, 1:00 AM |
| Solution Point | Tuesday, 1/6/2009, 12:00 AM | Solution Point | Thursday, 1/8/2009, 12:00 AM |
| Ticket | Incident 3 | Ticket | Incident 4 |
|---|---|---|---|
| SLA | Incident SLA | SLA | Incident SLA |
| Creation Date | Monday, 1/5/2009, 12:00 AM | Creation Date | Monday, 1/5/2009, 12:00 AM |
| Priority | Low | Priority | None |
| Reaction Point | Monday, 1/5/2009, 1:00 AM | Reaction Point | Monday, 1/5/2009, 1:00 AM |
| Solution Point | Saturday, 1/10/2009, 12:00 AM | Solution Point | Thursday, 1/15/2009, 12:00 AM |
Calculation of Reaction Points
Formula: Creation Date + SL Reaction Time = Reaction Point
- Incidents 1-4: Monday, 1/5/2009, 12:00 AM + 1 hour = Monday, 1/5/2009, 1:00 AM
Calculation of Solution Points
Formula: Creation Date + SL Solution Time = Solution Point
- Incident 1: Monday, 1/5/2009, 12:00 AM + 1 day = Tuesday, 1/6/2009, 12:00 AM
- Incident 2: Monday, 1/5/2009, 12:00 AM + 3 days = Thursday, 1/8/2009, 12:00 AM
- Incident 3: Monday, 1/5/2009, 12:00 AM + 5 days = Saturday, 1/10/2009, 12:00 AM
- Incident 4: Monday, 1/5/2009, 12:00 AM + 10 days = Thursday, 1/15/2009, 12:00 AM
This example assumes that the working times are set to 24/7 and no holidays are considered.