SLA for internal requests
Problem Statement
The Internal Requests Queue which is managed by support currently doesn't have a SLA for the different requests created there.
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What is the problem?
Lack of SLA for internal requests.
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Why is this a problem?
Several requests impact customers or prospects.
Proposal
Define an SLA for internal requests. We can start with a 24 hours SLA for customer-impacting requests and 72 hours for non-customer impacting requests.
The logic behind the 24 hours for customer-impacting is those requests are mostly related to changes in plans or extending trials which normally are created with enough time in advance.
Other issues like reset pipeline minutes or changes in repo storage are not that frequent and those could be escalated if attention is required faster.
The 72 hours can be for issues like dormant namespaces.
DRI
Desired Outcome
A defined SLA will then be added into each issue template as well as the necessary changes on the handbook.