Body
Introduction
Service Level Agreements (SLAs) are critical components in the IT service management framework, providing clear expectations for service delivery time lines. In TeamDynamix (TDX), SLAs are defined with two key requirements: Respond By and Resolve By.
Details
Current SLA parameters for Purdue IT
The service-level agreement (SLA) sets the expectations between the service provider and the customer. Within TDX, there are currently four options available based on the impact and urgency of the ticket:
Service Level Agreements
| Name |
Respond by |
Resolve by |
Operational Hours |
| Within 1 Business Day |
4 hours, 30 minutes |
9 hours |
M-F 8 a.m to 5 p.m., Eastern |
| Within 2 Business Days |
9 hours |
18 hours |
M-F 8 a.m to 5 p.m., Eastern |
| Within 4 Clock Hours |
30 minutes |
4 hours |
|
| iWthin 5 Business Days |
9 hours |
45 hours |
M-F 8 a.m to 5 p.m., Eastern |
The SLA for each ticket is listed in the Details section of the ticket.
What determines which SLA is applied to a ticket?
SLAs are applied to tickets upon the initial creation fo the ticket. They are never automatically recalculated as a ticket is edited.
SLAs are determined by Priority according to the following table
| SLA |
Priority |
| Within 4 Clock Hours |
Emergency & Critical |
| Within 1 Business Day |
High |
| Within 2 Business Days |
Medium |
| Within 5 Business Days |
Low |
Priority is determined by Urgency and Impact according to the following table.
| |
Urgency |
| Impact |
As Available |
As Soon as Possible |
Immediate Action |
| Affects User |
Low |
Low |
Medium |
| Affects Group |
Low |
Medium |
High |
| Affects Department |
Medium |
High |
Critical |
| Affects Organization |
High |
Critical |
Emergency |
Respond By Requirement
The Respond By requirement is the agreed-upon time limit, measured in hours, for the initial communication with the requester. This communication confirms that the ticket has been received and sets expectations for the requester. To satisfy the Respond By requirement, the ticket status must be changed to any status within the *In Process* status class (Assigned, In Process, Pending Internal, Pending External).
Resolve By Requirement
The Resolve By requirement is the agreed-upon time limit for resolving the ticket. Resolution can mean moving the ticket to a resolved, closed, or cancelled status. Understanding different ticket statuses is essential, and are defined in this knowledge base article: How to update tickets in TDX as a technician.
SLA Violations
If either the Respond By or Resolve By time limits are reached without the required action being taken, it constitutes an SLA violation.
Can an SLA be paused?
If the status of a Ticket is set to “Awaiting Customer Response” the SLA is paused and reset to the remaining time when the ticket is updated with a new status.
Can an SLA be changed or removed?
Group managers in TDX have the ability to reassign or remove an SLA on their team’s tickets.
To reassign an SLA:
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Open ticket and select green Actions drop down.
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Select Reassign SLA
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Select new SLA option
-
Select if new SLA takes place from the time the ticket was created (default) or from time of reassignment.
-
Click Save
To remove an SLA:
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Open ticket and select green Actions drop down.
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Select Remove SLA.
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Click Save.
Can my group’s SLAs be customized to better fit our work flow?
Purdue IT Service Management’s has the roll out of customizable SLA configurations in its TDX road map; however, the feature is not currently available.
Still need help? Click the 'Purdue IT Request' button to start a ticket.