Customer: Regarding your SLA report.
Customer: I know everything looks good in the report, but INC70034 seems of. It took you 3 weeks to solve it, but the report says it was still done within a week.
You: The report is correct. The total resolution time was within a week.
Customer: I can see what the report says, but we filed the incident 4 weeks ago and you only reported it done last week.
You: Let me see…
You: Ah I see, well, after 2 days we asked you for more information to solve the incident. It took you 5 days to respond, so we are not calculating that within the resolution time. After getting the required information, we deduced the cause for the incident within a day and we concluded what the fix should be. We developed the fix the next day but we had to wait for a new release to implement and that was last week. So in total 5 business days of actual working on the fix and release, therefore resolution time within the 7 days as stated in the SLA.
Customer: Say what?
You: Yes, we place the ticket “On Hold” when we are waiting for something and that’s excluded from the SLA report calculations.
Customer: Again, say what?
You: The 5 days we were waiting for your response and the waiting time for the release are excluded from the SLA calculations.
Customer: But that’s not in the SLA…
You: Yes it is. Read amendment 3.2.3 to addendum 1.2.9 of the SLA.
Customer: I’m not happy…
Let it go
Not the conversation you want, but probably one you had a couple of times. The customer is not happy and it is your own fault. You have what is called a watermelon SLA (green on the outside, red in the inside). There has been written a lot about watermelon SLA’s. Some, including me, even consider it to be fraud (you make it seem everything is ok, but it’s not). The usual solution is to redefine the KPI’s. You redefine the report to get the report to look green. That might fix the symptoms immediately, but you are not getting to the root cause of your problem.
I’m suggesting a different approach. Get rid of the “Pause” or “Waiting for” or whatever “On Hold” button or status you have in your incident flow.
I hear you, the next time you produce the SLA report, it will probably turn red. Actually, if something is wrong, it takes too long to solve an incident for instance, you want the SLA report to turn red. The SLA report is a tool, an instrument, a document, a conversation with your customer to possibly improve several things:
- The efficiency of your (complex) problem solving skills and tools
- A better alignment with your customer on when to respond
- Clearer expectations on when something will be solved
- Being alerted on where your constraints are in your incident flow
With every improvement on the red SLA, it turns greener and greener.
Customer: Hé, for this incident you did not meet the SLA, what’s going on?
You: Let me check. Ah I see, we were waiting for 5 days for your response to our question. And it took us some time to release the new fix.
Customer: About that question you asked, I never got it through the ticket system, I only received it after you escalated through email.
You: Huh? That’s weird, let’s see what’s going on there. And by the way, I can also tell you we skimmed of 3 days of our release time, so it might happen that we are not as quick as we want the next time something happens but we are getting there.