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by Virginia
Mon Feb 18, 2013 9:39 am
Forum: ITIL Service Delivery
Topic: Recalculating SLAs
Replies: 2
Views: 11450

Recalculating SLAs

Times below are for demo purposes! I have an SLA for a Priority 2 that’s one hour. I have another SLA for a Priority 1 that’s 15 minutes. A ticket is submitted at a level of Priority 2. Open Time: 5:00pm Due Date: 6:00pm 30 minutes goes by. Someone decides, no…this really should have been a Priority...