Define Default Response Requirements

Define your response requirements. Response requirements are the maximum times allowed for incident response and resolution during your organization’s operating hours.

For example, you may have a service goal of initially responding to all customer inquiries within one business day (8 work hours) and resolving all incidents within three business days (24 work hours). By defining these default response requirements, you can measure staff member performance in responding to and solving incidents. You can also use the response requirements for those SLAs that do not have customized response requirements.

Because Service supports both default and custom response requirements, you have flexibility in offering different levels of support to customers. For example, if you want your levels of service to be based on how quickly customers receive an initial response and their incidents are solved, you can set up custom response requirements for each SLA.

1. Click Configuration on the navigation pane.
2. Expand Service > Service Level Agreements, and then double-click Response Requirements.
   The Response Requirements tree displays on the content pane.
3. Click the appropriate interface in the tree to display the editor.
4. Enter field information for the first service interval. Press Tab to move between interval fields.

   Response Requirements Editor

   Field	Description
   Service Intervals	Use these fields to select the day and time intervals for the default response requirements.
   New	Click this button to add a new row for the default response requirements.
   Delete	Click this button to delete the selected default response requirement.
   Day	Click this drop-down list to select a day of the week. Press Tab to move between fields.
   *Start Hour	Enter the start hour using a 24-hour clock (for example, if your business day starts at 8:00 A.M., enter 8 in this column).
   *Minute	Enter the start minute from 0 to 59.
   *End Hour	Enter the end hour using a 24-hour clock (for example, if your business day ends at 5:00 P.M., enter 17 in this column). The end hour must be a number greater than the start hour.
   *Minute	Enter the end minute from 0 to 59.
   Response Time (Minutes)	Enter the maximum number of minutes (between 1 and 99999) that staff members have to initially respond to a new incident. For example, if you require staff members to initially respond within 4 hours, enter 240 in this field.
   Resolution Time (Minutes)	Enter the number of minutes (between 1 and 99999) that staff members have to solve incidents assigned to them. For example, if you require that incidents be resolved within 8 hours, enter 480 in this field.
   Holidays Observed	Select the holidays that will suspend the response requirements. Select the Select All check box to select all holidays in the Holidays Observed section.

5. Click the Day drop-down list to select the day for the next service interval and press Tab.
   Tip: You can have the same day of the week listed in two intervals. For example, if your organization has both day and afternoon shifts, you can add separate intervals for each shift.
6. Click Save.