What Do You Mean By Operational Level Agreement
When triage determines that it is indeed a P2 incident, the customer and IT support know that they have eight business hours to resolve the incident based on the expectations and objectives set out in the SLA. Well, in the world of first contact resolution (FCR), that`s fine; but if we have to escalate this ticket to an L2 group for resolution, what happens? Does the resolution time change? No! It`s another eight hours, and here`s the challenge for many organizations: How do we know that L2 is doing its things within the same time parameters, and how do we ensure we meet or exceed the service levels defined in the SLA? For many organizations, this is the time when everything falls apart. .