SR Initial Response SLA/Process

The SLA mentioned in some other threads for an initial response time…
what should that measure exactly? I ask because I wonder if it means
the first time anybody from Novell does anything on the SR, or if it’s
the first e-mail sent with valid technical information, or something
else. I think I know the answer from working on the other side of
things, but now opening SRs I wonder if maybe I was wrong all along and
this SLA is just used to track how long it takes for somebody to tell me
my SR is assigned somewhere else (vs. the first time that somebody came
back with some technical suggestions, fixes, questions, etc.). To be
completely clear, my previous understanding was that this SLA tracked
how long until somebody did something useful for the customer and not
just “Your SR has been assigned to somebody.” which is a nice
copied/pasted response on a few of my SRs which seems to duplicate, in
function, the auto-generated default e-mail from Novell/SUSE/NetIQ at
the time of the SR creation.


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Initial Response Time SLA is measured from the time the SR is created
to the time you start working with a Technical Support Engineer. These
other automated system emails do not stop the SLA timer.

Hope that helps, let me know if you have further questions on it.


Todd Abney
Technical Support Director


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