Setting SLAs

[Julie Rose]

Can I set up more than 1 metric for a SLA.

I currently have one for Time of resolution

But I want to set up time to first response as well.

Will this affect the first SLA metric?

Thank you

[Jack Brickey · Accepted solution]

certainly. I don't know what the limit is but I have as many as 3 on some projects: Time to Resolution, Time to First Response, Non-responsive Customer.

[Julie Rose]

Hi Jack

Thanks for your response.

What metric did you set up for Time to First Response - the start and stop entries - thank you

[Jack Brickey]

TTFR: Start = Issue Created, no pause, Stop = Comment: For Customer

NRC: Start = Entered Status: Waiting for customer, no pause, Entered Status: Done, Entered Status: Waiting for support