I need next business day SLA for VIP customers!
Context: A Telco company has many business partners, and they manage their requests via Jira Service Management. Also, the partners are prioritized based on their segments such as Bronze, Silver and Gold.
User Problem: As a B2B Manager, I want to be able to respond to service requests at the end of the next business day so that I can comply with the SLA agreement regarding our gold customers.
Solution: Using TTS’ built-in Next Business Day option!
Within TTS, the B2B Manager can select the Next Business Day option from the Goals section when setting up an SLA for VIP customers. This option refers to the next working day according to the regular business hours of the company, so you can respond to service requests by the end of the next business day and comply with the SLA agreement.
The Next Business Day option is flexible and customizable, allowing you to select as many business days as needed, and the calculation will take into account break times. The calculation will start counting at the beginning of the next business day after the service request has been received, and the B2B Manager will have until the end of the next business day to respond. Here is how you can set up an SLA such as this one:
Overall, the Next Business Day option provides you with a clear, flexible, and actionable solution to respond to service requests.