Hi, One of our customer used a SLA setup with “next day”. SLA is based on open date, and coverage is 8h00-18h00 for example.
Contractuel SLA is setup to be next day 18h00.
So for a SV with open date = today, if we create a customer unavailability on today, if the customer unavalibility ends before 18h00 today, this has no effect on the revised SLA. But our customer would like in this case the revised SLA to be automatically offset by the duration of the unavailability. Is there a way to setup this ?
Thanks by advance
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Hi Philippe,
When you define the SLA as next day, you can specify the number of minutes before the coverage ends to kick into the next day.
Here is an example where I set the next day to trigger if less than 4 hours from the end of coverage:
I created a contract using this service level template and then a service order with open date time of 18-04-2025 08:00. The initial SLA was:
Then inserted an un/availability record for 7 hours at 10AM. This brought the next SLA to within the threshold of the coverage end time. (coverage 8-18) thus 10AM + 7 hours is 5 PM
Now when I look at the SLA revisions, it shows the revision now on 21-04-2025 at 1PM. (21-April was next business day…)
From this, it looks like the setting you are looking for is in the number of minutes before coverage end to trigger the next business day.
Hope this helps.
Hi Philippe,
thank you for your quick answer, but in fact our customer wants the SLA to be next day 18h00 in all cases, whatever the opening date today.
So I guess there is no solution in Alliance for this customer case to say to Alliance take always in account an unavailibility on today and postpone the SLA revised , even if the SLA setup is “next day”.
Thanks again Phil
Hmmm...you are probably correct. We do not have a defined datetime setting that will automatically indicate the end of the next day. The Alliance application calculates the SLA based on the hours… not a fixed next day situation.
