Good day all,
From past experience, when dealing with large Infra MSPs, would you expect to see capacity/alerting type tickets included in the overall SLA performance measure (P3/P4). I'M referring to the type of tickets that are spat out of an integration tool, for example; C: drive capacity has hit a threshold on a web server?
it seems to be masking the true service performance of tickets handled by other areas provisioned by the provider: i.e. Service desk/Level 2 etc , so wanted to understand how others view this.
Any inputs / opinions would be kindly appreciated.
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