Best practice
SLAs in IT service: defining response and resolution times properly
A service level agreement (SLA) sets out how quickly requests are answered and resolved. Well-defined SLAs create commitment towards customers and clarity in the team. This article shows what matters in defining and steering them.
Response time versus resolution time
The response time is the time until the first qualified reply. The resolution time is the time until the problem is fixed. The two are usually agreed separately, because a quick reply is possible even when the fix takes longer.
Priorities as the foundation
SLAs are best graded by priority. Classically the priority follows from impact (how many users or systems are affected) and urgency. A total outage deserves tighter times than a cosmetic request.
Account for business hours and holidays
A resolution time of eight hours means something different if it only runs during service hours. SLAs should account for business hours, weekends and public holidays - otherwise you get deadlines that are unrealistic or unfair.
Hierarchy and measurability
In practice you need a clear assignment: a customer-specific SLA overrides the category SLA, which overrides the default. It also matters that compliance is measured automatically - an SLA whose deadlines nobody monitors has no effect.
Frequently asked questions
What is the difference between response and resolution time?
The response time is the deadline for the first qualified reply, the resolution time the deadline for fixing the problem. The two are usually agreed separately.
How many priority levels make sense?
Usually three or four (critical, high, medium, low). More important than the number is that the levels are clearly defined and follow from impact and urgency.
Should SLA deadlines account for business hours?
Yes. Deadlines running around the clock while work only happens during service hours are unrealistic. Good systems account for business hours and public holidays automatically.
How do you make sure SLAs are met?
Through automatic monitoring in the system: deadlines are calculated, escalations triggered and compliance reported - rather than tracked by hand.
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