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    • 08 Sep 2023
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    Contents

    Overview

    • Updated on 08 Sep 2023
    • 2 Minutes to read
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    Article summary

    Unveiling Insights Behind Response Time Commitments.

    In incident management, a "Response SLA Violation Reason" refers to the specific cause or factor that leads to the breach of a predefined Service Level Agreement (SLA) for incident response time. An SLA outlines the timeframe within which an incident should be acknowledged and responded to by the support team. When this timeframe is not met, a violation occurs, and it becomes essential to identify and categorize the underlying reasons for these breaches. 

    Configuring response SLA violation reasons serves as a critical component of incident management processes. It provides transparency, accountability, and insights into the challenges that may hinder timely incident responses. By categorizing these reasons, organizations can effectively manage and optimize their support processes, enhancing service quality and customer satisfaction. Each response SLA violation reason offers valuable context and understanding behind the breach. 

    Let's explore the following use-case.


    Use Case
    User Persona: Administrator
    Solution
    ACME company offers project management software to various businesses. Customers subscribe to this service and rely on it to manage their projects, tasks, and collaboration. The company has defined a response SLA of one hour for all incoming technical support inquiries. During certain periods, such as the end of the month when many businesses are closing their financial reports and relying heavily on project management tools, the ACME company experiences a significant increase in the number of customer support inquiries.

    In this scenario, despite their best efforts, the customer support team struggles to respond to all inquiries within the defined 1-hour SLA during these peak usage times. As a result, some inquiries exceed the response time, leading to a violation of the SLA.

    The Response SLA violation reason, "High Ticket Volume during Peak Usage Times," is configured that highlights the external factor that influenced the response SLA violation. The sudden surge in support inquiries is beyond the company's control, and the violation occurred due to the exceptional circumstances of increased demand. While the company strives to maintain a quick response time, the unexpectedly high volume of incoming requests overwhelmed the support team's capacity during these peak times.

    By specifying the response SLA violation reason as "High Ticket Volume during Peak Usage Times," the company can transparently communicate to customers that their commitment to timely responses was hampered by external factors. This helps build trust with customers, as they understand that the violation was not due to negligence but rather a result of unforeseen circumstances. It also guides the company in making improvements to handle similar situations more effectively in the future.


    Let's configure Response SLA Violation Reason for an Incident, click on the following icon for the details:

    Configure 
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