Service Level Agreement (SLA) examples

Created by Mark Eves, Modified on Tue, 26 Apr, 2022 at 4:01 PM by Mark Eves

EXAMPLE 1

Let's assume that the SLA Target for task completion is 2 Days (48 Hours)

Let's also assume that your timings for work are 8 Hours per day over 5 Days, Monday to Friday

If a Service Request is submitted on Monday, then the SLA will work out to "Respond within 8 days"
Monday = Day 1 = 8 Hours
Tuesday = Day 2 = 16 Hours
Wednesday = Day 3 = 24 Hours
Thursday = Day 4 = 32 Hours
Friday = Day 5 = 40 Hours
Saturday = Day 6 = 40 Hours (no working)
Sunday = Day 7 = 40 Hours (no working)
Monday = Day 8 = 48 Hours

EXAMPLE 2

SLA Target = 24 Hours

Timings for Work = 8 Hours per day, Mon-Fri

If a Service Request is submitted on Monday, then the SLA will work out to "Respond within 3 days"
Monday = Day 1 = 8 Hours
Tuesday = Day 2 = 16 Hours
Wednesday = Day 3 = 24 Hours