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Multi Service Provider SLA Management

Question asked by CoenieK on Jul 7, 2015
Latest reply on Jul 10, 2015 by Gutis

Hi there,

We have a client that wants to manage SLAs (SLA + OLA) for multi-vendors. Some of the vendors are external and some are on premise. How would one implement and report on this type of SLA management? I was thinking of creating Service Types for  each vendor (group)  but not sure if this will work for the ticket. I believe the timer will run but I also think that the ticket will be violated if one vendor fails the Service Type. How would you report on this though? Client would like to know how long the ticket was with each vendor and which vendor actually caused the SLA violation.  I do not have the 'set_sla_evt_open_date' option installed. At the moment the reporting team trawls through the Activity or Audit log to get this information for each ticket (just the 'how long' part though).

Thank you in advance for your assistance and advice.