Service Level Agreement (SLA) Scenarios

Following are the different SLA Scenarios:

Precedence	Matrix
1	SLA By User Type
2	SLA Matrix By CI
3	Customer/Vendor SLA Matrix	1	SLA By Tenant and Category
		2	SLA By Location
		3	SLA By Tenant, Category, and Location
		4	SLA By Tenant and Workgroup
		5	SLA By Location
		6	SLA By Tenant, Workgroup, and Location
		7	SLA By Tenant, Workgroup, Category, and Location
		8	SLA By Customer
		9	SLA By Location
		10	SLA By Customer and Location
		11	SLA By Tenant, Category, Customer, and Location
		12	SLA By Tenant, Workgroup, Customer, and Location
		13	SLA By Tenant, Workgroup, Category, Customer, and Location
4	SLA Matrix (by Category)
5	Priority Matrix
6	SLA Based on Incident Rule Templates
	If none of the matrices are applied, the Priority with lowest Resolution Time is selected for the Incident. The Workgroup Owner can update the Priority of the Incident.

SLA By User Type

Scenario ID	Possible Scenarios	Example (Let us consider, Ryan, CEO of a company, as a VIP User)
1	Set Priority and Impact based on User Type	If Ryan logs an Incident, the Priority should be P1 and Impact should be High.
2	Set only Priority based on User Type	If Ryan logs an Incident, the Priority should be P1.
3	Set only Impact based on User Type	If Ryan logs an Incident, the Impact should be High.
4	Set a different color for each User Type	If Ryan logs an Incident, the color should be Red so that the Analysts can easily differentiate VIP Incidents in their queue.

SL. No.	Important Points
1	The Workgroup Owner can change the Incident Priority set from User Type matrix. For example, if Ryan logs an Incident and the Priority is set as P1, the Workgroup Owner can change the Priority from P1 to P2.
2	A User can be mapped to only one User Type.

Navigation: Incident > Others > User Type

SLA Matrix By CI

Scenario ID	Scenario Description
1	Set Priority and Service Window based on the Configuration Item

Example
For critical Assets of the organization, such as Server or Network device, the Priority should be P1 and the Service Window should be 12/5 Support.

Navigation: CMDB > Configuration Item List

Customer/Vendor SLA Matrix

Following are the different scenarios that can be configured in this screen.

LEGENDS

Based on the fields highlighted in orange

Fields highlighted in green will be set as values in the Incident

#1 - SLA By Tenant and Category
Set Priority, Response SLA, and Resolution based on Tenant/Category
Scenario: If the Incident Category is Server, the Priority should be P2. If the incident category is Application, Priority should be P3.
User Details	Any User	Any User
Tenant	IT	IT
Workgroup	Any Workgroup	Any Workgroup
Category	Server	Application
Customer	Any Customer	Any Customer
Location	Any Location	Any Location
Priority	P2	P3
Response SLA Deadline (in minutes)	30 minutes	60 minutes
Resolution SLA Deadline (in minutes)	60 minutes	120 minutes

#2 - SLA By Location
Set Priority, Response SLA, and Resolution based on Location (Irrespective of Tenant, Workgroup, Category, Customer)
Scenario: If the user's location is Bangalore, the Priority should be P2. If the user's location is Mumbai, the Priority should be P3.
User Details	Any User	Any User
Tenant	Any Tenant	Any Tenant
Workgroup	Any Workgroup	Any Workgroup
Category	Any Category	Any Category
Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai
Priority	P2	P3
Response SLA	30 minutes	60 minutes
Resolution SLA	60 minutes	120 minutes

#3 - SLA By Tenant, Category, and Location
Set Priority, Response SLA, and Resolution based on Tenant/Category and Location
Scenario: The Priority of 'Server' Category Incident should be P2 if the user's location is Bangalore and P3 if the user's location is Mumbai. The Priority of 'Application' Category Incident should be P4 if the user's location is Bangalore and P5 if the user's location is Mumbai.
User Details	Any User	Any User	Any User	Any User
Tenant	IT	IT	IT	IT
Workgroup	Any Workgroup	Any Workgroup	Any Workgroup	Any Workgroup
Category	Server	Server	Application	Application
Customer	Any Customer	Any Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai	Bangalore	Mumbai
Priority	P2	P3	P4	P5
Response SLA	30 minutes	60 minutes	40 minutes	80 minutes
Resolution SLA	60 minutes	120 minutes	80 minutes	160 minutes

#4 - SLA By Tenant and Workgroup
Set Priority, Response SLA, and Resolution based on Tenant/Workgroup
Scenario: If the Incident is routed to Server Team, the Priority should be P2. If the Incident is routed to Application Team, the Priority should be P3.
User Details	Any User	Any User
Tenant	IT	IT
Workgroup	Server Team	Application Team
Category	Any Category	Any Category
Customer	Any Customer	Any Customer
Location	Any Location	Any Location
Priority	P2	P3
Response SLA Deadline (in minutes)	30 minutes	60 minutes
Resolution SLA Deadline (in minutes)	60 minutes	120 minutes

#5 - SLA By Location
Set Priority, Response SLA, and Resolution based on Location (Irrespective of Tenant, Workgroup, Category, Customer)
Scenario: If the user's location is Bangalore, the Priority should be P2. If the user's location is Mumbai, the Priority should be P3.
User Details	Any User	Any User
Tenant	Any Tenant	Any Tenant
Workgroup	Any Workgroup	Any Workgroup
Category	Any Category	Any Category
Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai
Priority	P2	P3
Response SLA	30 minutes	60 minutes
Resolution SLA	60 minutes	120 minutes

#6 - SLA By Tenant, Workgroup, and Location
Set Priority, Response SLA, and Resolution based on Tenant/ Workgroup and Location
Scenario: The Priority of 'Server Team' Incident should be P2 if the user's location is Bangalore and P3 if the user's location is Mumbai. The Priority of 'Application Team' Incident should be P4 if the user's location is Bangalore and P5 if the user's location is Mumbai.
User Details	Any User	Any User	Any User	Any User
Tenant	IT	IT	IT	IT
Workgroup	Server Team	Server Team	Application Team	Application Team
Category	Any Category	Any Category	Any Category	Any Category
Customer	Any Customer	Any Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai	Bangalore	Mumbai
Priority	P2	P3	P4	P5
Response SLA	30 minutes	60 minutes	40 minutes	80 minutes
Resolution SLA	60 minutes	120 minutes	80 minutes	160 minutes

#7 - SLA By Tenant, Workgroup, Category, and Location
Set Priority, Response SLA and Resolution based on Tenant/Workgroup, Category, and Location
Scenario: If a user in Bangalore is logging a 'Exchange Server' Category Incident and is routed to 'Server Team', the Priority should be P2. If a Bangalore user is logging a 'VPN Server' Category Incident and is routed to 'Server Team', the Priority should be P3. If a Mumbai user is logging a 'MS Office' Category Incident and is routed to 'Application Team', the Priority should be P4. If a Mumbai user is logging a 'SAP' Category Incident and is routed to 'Application Team', the Priority should be P5.
User Details	Any User	Any User	Any User	Any User
Tenant	IT	IT	IT	IT
Workgroup	Server Team	Server Team	Application Team	Application Team
Category	Exchange Server	VPN Server	MS Office	SAP
Customer	Any Customer	Any Customer	Any Customer	Any Customer
Location	Bangalore	Bangalore	Mumbai	Mumbai
Priority	P2	P3	P4	P5
Response SLA	30 minutes	60 minutes	40 minutes	80 minutes
Resolution SLA	60 minutes	120 minutes	80 minutes	160 minutes

#8 - SLA By Customer
Set Priority, Response SLA, and Resolution based on Customer
Scenario: If the Incident is logged by a user from 'SUMMITAI' Customer, the Priority should be P2. If the Incident is logged by a user from 'Precise Metric' Customer, the Priority should be P3.
User Details	Any User	Any User
Tenant	Any Tenant	Any Tenant
Workgroup	Any Workgroup	Any Workgroup
Category	Any Category	Any Category
Customer	SUMMITAI	Precise Metric
Location	Any Location	Any Location
Priority	P2	P3
Response SLA Deadline (in minutes)	30 minutes	60 minutes
Resolution SLA Deadline (in minutes)	60 minutes	120 minutes

#9 - SLA By Location
Set Priority, Response SLA, and Resolution based on Location (Irrespective of Tenant, Workgroup, Category, Customer)
Scenario: If the user's location is Bangalore, the Priority should be P2. If the user's location is Mumbai, the Priority should be P3.
User Details	Any User	Any User
Tenant	Any Tenant	Any Tenant
Workgroup	Any Workgroup	Any Workgroup
Category	Any Category	Any Category
Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai
Priority	P2	P3
Response SLA	30 minutes	60 minutes
Resolution SLA	60 minutes	120 minutes

#10 - SLA By Customer and Location
Set Priority, Response SLA, and Resolution based on Customer and Location
Scenario: The Incident Priority of a user based out of Bangalore belonging to SUMMITAI Customer should be P2. The Priority of Mumbai user belonging to SUMMITAI Customer should be P3. The Incident Priority of Bangalore user belonging to Precise Metric Customer should be P4. The Priority of Mumbai user belonging to Precise Metric Customer should be P5.
User Details	Any User	Any User	Any User	Any User
Tenant	Any Tenant	Any Tenant	Any Tenant	Any Tenant
Workgroup	Any Workgroup	Any Workgroup	Any Workgroup	Any Workgroup
Category	Any Category	Any Category	Any Category	Any Category
Customer	SUMMITAI	SUMMITAI	Precise Metric	Precise Metric
Location	Bangalore	Mumbai	Bangalore	Mumbai
Priority	P2	P3	P4	P5
Response SLA	30 minutes	60 minutes	40 minutes	80 minutes
Resolution SLA	60 minutes	120 minutes	80 minutes	160 minutes

#11 - SLA By Tenant, Category, Customer, and Location
Set Priority, Response SLA, and Resolution based on Tenant, Category, Customer, and Location
Scenario: The 'Exchange Server' Category Incident Priority of a Bangalore user belonging to SUMMITAI Customer should be P2. The 'Exchange Server' Category Incident Priority of a Bangalore user belonging to Precise Metric Customer should be P3. The 'MS Office' Category Incident Priority of a Mumbai user belonging to SUMMITAI Customer should be P4. The 'MS Office' Category Incident Priority of Mumbai user belonging to Precise Metric Customer should be P5.
User Details	Any User	Any User	Any User	Any User
Tenant	IT	IT	IT	IT
Workgroup	Any Workgroup	Any Workgroup	Any Workgroup	Any Workgroup
Category	Exchange Server	Exchange Server	MS Office	MS Office
Customer	SUMMITAI	Precise Metric	SUMMITAI	Precise Metric
Location	Bangalore	Bangalore	Mumbai	Mumbai
Priority	P2	P3	P4	P5
Response SLA	30 minutes	60 minutes	40 minutes	80 minutes
Resolution SLA	60 minutes	120 minutes	80 minutes	160 minutes

#12 - SLA By Tenant, Workgroup, Customer, and Location
Set Priority, Response SLA, and Resolution based on Tenant, Workgroup, Customer, and Location
Scenario: The Incident Priority of a Bangalore user belonging to SUMMITAI Customer should be P2 if the Incident is routed to Server Team. The Incident Priority of a Bangalore user belonging to Precise Metric Customer should be P3 if the Incident is routed to Server Team. The Incident Priority of a Mumbai user belonging to SUMMITAI Customer should be P4 if the Incident is routed to Application Team. The Incident Priority of a Mumbai user belonging to Precise Metric Customer should be P5 if the Incident is routed to Application Team.
User Details	Any User	Any User	Any User	Any User
Tenant	IT	IT	IT	IT
Workgroup	Server Team	Server Team	Application Team	Application Team
Category	Any Category	Any Category	Any Category	Any Category
Customer	SUMMITAI	Precise Metric	SUMMITAI	Precise Metric
Location	Bangalore	Bangalore	Mumbai	Mumbai
Priority	P2	P3	P4	P5
Response SLA	30 minutes	60 minutes	40 minutes	80 minutes
Resolution SLA	60 minutes	120 minutes	80 minutes	160 minutes

#13 - SLA By Tenant, Workgroup, Category, Customer, and Location
Set Priority, Response SLA, and Resolution based on Tenant, Workgroup, Category, Customer, and Location
Scenario: The Incident Priority of a Bangalore user belonging to SUMMITAI Customer should be P2 if the Incident is routed to Server Team and Category is 'Exchange Server'. The Incident Priority of a Bangalore user belonging to Precise Metric Customer should be P3 if the Incident is routed to Server Team. The Incident Priority of a Mumbai user belonging to SUMMITAI Customer should be P4 if the Incident is routed to Application Team. The Incident Priority of a Mumbai user belonging to Precise Metric Customer should be P5 if the Incident is routed to Application Team.
User Details	Any User	Any User	Any User	Any User
Tenant	IT	IT	IT	IT
Workgroup	Server Team	Server Team	Application Team	Application Team
Category	Exchange Server	VPN Server	MS Office	SAP
Customer	SUMMITAI	Precise Metric	SUMMITAI	Precise Metric
Location	Bangalore	Bangalore	Mumbai	Mumbai
Priority	P2	P3	P4	P5
Response SLA	30 minutes	60 minutes	40 minutes	80 minutes
Resolution SLA	60 minutes	120 minutes	80 minutes	160 minutes

SL. No.	Important Points
1	If Overridable = TRUE, the Analyst will be able to update the Priority in the Incident Details page. If Overridable = FALSE, the Analyst will not be able to update the Priority in the Incident Details page.
2	The Workgroup Owner can always update the Priority irrespective of Overridable = TRUE or FALSE.
3	If the Response SLA and Resolution SLA Deadlines are not defined in this screen, the Response SLA and Resolution SLA configured for that Priority in Priority configuration screen will be applicable.

Navigation: Admin > Customers > Customer/ Vendor SLA Matrix

SLA Matrix By Category

Scenario ID	Possible Scenarios	Example
1	Set Priority and Service Window based on Category	If Incident is logged for Server Category, the Priority should be P1 and Service Window should be 24/7.
2	Set only Priority based on Category	If Incident is logged for Server Category, the Priority should be P1.
3	Set only Service Window based on Category	If Incident is logged for Server category, the Service Window should be 24/7.

SL. No.	Important Points
1	If Overridable = TRUE, the Analyst will be able to update the Priority in the Incident Details page. If Overridable = FALSE, the Analyst will not be able to update the Priority in the Incident Details page.
2	The Workgroup Owner can always update the Priority.

Navigation: Incident > SLA > SLA Matrix

Priority Matrix

Priority Matrix
Urgency	Impact
Urgency	High	Mid	Low
High	P1	P2	P3
Mid	P2	P3	P4
Low	P3	P4	P5

SL. No.	Important Points
1	The Analyst cannot change the Priority set based on the above matrix.
2	The Workgroup Owner can update the Priority.

Navigation: Incident > SLA Configurations > Priority Matrix

SLA Based on Incident Rule Templates

Set the Priority if the Incident is logged based on a Rule Template. Stated otherwise, Incidents logged from Rules will have the Priority set based on the value defined in the Rule as displayed in the following screen shot:

Navigation: Incident > Others > Rule

SLA By Mail Parser

Set the Priority if the Incident is logged via e-mail.

Navigation: Admin > Notifications > Notification Parser