About SLAs #

☑️ What is an SLA? #

A service-level agreement (shortened to SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.

⏳ What is an SLA Timer? #

An SLA timer is used to keep on top of things like "time-to-first-action", "time-to-resolution", and to gauge whether your commitments to customer responsiveness are being met.

Examples of some time-based SLAs you can measure are:

1. Respond to all requests within 2 days.
2. Resolve all high-priority requests within 18 hours.

👾 How are SLAs calculated? #

First our SLA requires a schedule to operate over. We might want to start counting up whenever a support ticket should be being actiond or addressed. This will usually look similar to below if we're dealing with the usual 9-5.

SLA Timers operate by calculating the period over which our "Subject" has crossed over our defined SLA schedule.

The following shows an SLA for "Business Hours" (Ie. 9-5pm Monday through to Friday).

Our "Elapsed" time is currently at 36 hours. If we define two target periods within our SLA, we can calculate whether any of our targets have been met – or if they haven't – whether any targets have been "Breached".

How do I use sifex/sla-timer? #

🎉 Head on over to Getting Started › to see how you can use this library