SLA pass/compliant is when the agent resolves the ticket without exceeding the defined resolve by time in the SLA policy, that is 3 hours in this case.
3 hours here would essentially mean 3 hours of the ticket being in an SLA-ON status.
For instance, a ticket created, if moved to an SLA-OFF status just after an hour of creation and then resumed back to an SLA-ON status, after 10 days of time, the new resolve by time is adjusted and the agent is now expected to resolve the ticket in another 2 hours of time (as 1 hour was consumed earlier before the ticket was moved to SLA-OFF status and 3 hours is the defined SLA).
Let us say that the agent now has managed to resolve this in a few minutes of time, since the resuming of ticket from SLA-OFF to SLA-ON status.
The resolution time in hours of this ticket would be approximately a little more than 240 hours, however it is still a Resolution SLA compliant ticket as the agent did not fail to send a response within the stipulated time.
Please write to us at firstname.lastname@example.org for further clarification on this. Happy to discuss this at length with a few other example scenarios too.
Comments to this discussion are now closed!
Sign up for Freshdesk today
Start your 21-day free trial. No credit card required. No strings attached.