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Customer Training – Connectwise SLAs
Where Status Are Within Connectwise
2
5 Escalation Statuses Available
1. “We have NOT responded” 2. “We have responded” 3. “We have created a plan” 4. “We have resolved the issue” 5. “We are waiting (do not escalate)”
3
Sample Ticket Flow by Service Status
4
New
Assigned
In Progress
Resolved
Avg Time To Acknowledgement Typical Target < 15min Published SLA < 30min
Avg Time to ResoluDon Plan Typical Target < 2 Hours Published SLA < 4 Hours
Avg Time to ResoluDon Typical Target < 4 Hours Published SLA < 8 Hours
Sample Ticket Flow by Escalation Status
5
We have NOT responded
We have responded
We have created a plan
We have resolved the issue
Avg Time To Acknowledgement Typical Target < 15min Published SLA < 30min
Avg Time to ResoluDon Plan Typical Target < 2 Hours Published SLA < 4 Hours
Avg Time to ResoluDon Typical Target < 4 Hours Published SLA < 8 Hours
* Note: SLA status “We are waiDng (do not escalate)” stops the clock
Calculation of the 3 SLAs Available
1. Average Time to Acknowledgement = Difference between “We have responded” & “We have NOT responded”
2. Average Time to Resolution Plan = Difference between “We have created a plan” & “We have responded”
3. Average Time to Resolution Time = Difference between “We have resolved the issue” & “We have created a plan”
* Note: SLA status “We are waiting (do not escalate)” stops the clock
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Sample Ticket Flow by Service Status with SLA Definitions
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New
Assigned
In Progress
Resolved
Avg Time To Acknowledgement is the difference in Dme spent
between New and Assigned Status
Avg Time to ResoluDon Plan is the difference in Dme spent between Assigned and In
Progress Status
Avg Time to ResoluDon is the difference in Dme spent between In
Progress and Resolved Status
* Note: SLA status “We are waiDng (do not escalate)” stops the clock
Two Step Close & SLA Impact
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Sample Statuses on Service Desk Board
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BrightGauge SLA Gauge Sample #1
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BrightGauge SLA Gauge Sample #2
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BrightGauge SLA Gauge Sample #3
12
Sample Ticket Flow
13
New
Assigned
In Progress
Resolved
Avg Time To Acknowledgement Typical Target < 15min Published SLA < 30min
Avg Time to ResoluDon Plan Typical Target < 2 Hours Published SLA < 4 Hours
Avg Time to ResoluDon Typical Target < 4 Hours Published SLA < 8 Hours
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