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Setup SLA target with a client's business hours instead of the Support Group

  • 1.  Setup SLA target with a client's business hours instead of the Support Group

    Posted 10-15-2018 15:07

    When setting up SLAs for Business Support Hours, we only have the option to use the Support Group business hours.  Would like to have another set of SLAs to accommodate the client's business hours instead of the Support Groups.  We have a single application support team with multiple clients and needs to use their clients business hours based on contractual obligations.



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    Carmen Solis
    Software Engineer
    Cognizant Health Services
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  • 2.  RE: Setup SLA target with a client's business hours instead of the Support Group

    Posted 10-19-2018 08:40
    Hi Carmen

    Yes you can do it with SERVICE METRICS and adjust service hours to the SLA calculation.

    Regards,
    Nelson

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    Nelson Guimaraes
    FUJITSU Portugal
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    Original Message