How to manage Resolution with different support availability

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Kos
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Tue Aug 09, 2016 6:29 am

If you have different location-based support teams with different capabilities to provide support, how do you manage SLAs?

For example a 1-person support team may only be capable of looking at a P2 within 8 hours, whereas a team of 6 could look at it within 2 hours.

Customers expect the same SLA irrespective of which support team is engaged.


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ClaireAgutter1
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Wed Aug 10, 2016 3:25 am

Hi Kos, the ideal approach is to look at your customer requirements (what they NEED, not what they want in a perfect world) and then allocate resources accordingly. What is the impact to your business if your 1 person support team is taking longer to resolve a P2? Does the cost to the business justify a different resourcing model? How much of the work needs to be done locally - can your 6 person team provide virtual support?

Creating SLAs that can't be delivered only leads to arguments, so it's better to under-promise and over-deliver, but everything should come back to the business requirements.

What happens when your 1 person goes on leave?
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