INC Service Level Agreements (SLA) by Category: Incident, Request, Question, Internal Work


ServiceNow INC records are split into four categories: Incident, Request, Question, Internal Work. There are five separate SLA's tracked for each record: Triage, Assignment, Initial Contact, Customer Updates (In Progress), Customer Updates (Waiting).

The chart below shows the number of hours that can elapse before an SLA is 'breached' if no action is taken (for normal priority records). Note that 'Breached' is a ServiceNow term for an SLA that was not achieved.  

   Triage  Assigned to Individual  First Comment Added  Agent Update (In Progress) Agent Update (Waiting)
 Incident  2 hours  4 hours - Triage Time  9 hours  9 hours   45 hours
 Request  2 hours  4 hours - Triage Time  9 hours  27 hours  45 hours
 Question  2 hours  4 hours - Triage Time  9 hours  27 hours  45 hours
 Internal Work  2 hours  9 hours - Triage Time  18 hours  45 hours  45 hours

9 hours = 1 Business Day

The Assignment SLA time is calculated by subtracting the time it took to Triage an Incident from the full allotted SLA time.

Customer Update SLA restarts with each update to additional comments 

 

Conditions to Achieve each SLA:

Triage: The record must be assigned to a non-triage assignment group, completed, or assigned to an individual. 

Assignment: The record must be assigned to an individual person.

Initial Contact: An update to the 'Additional Comments' must be made, updating the customer of the status of the record. 

Agent Update (In Progress): An update to the 'Additional Comments' must be made, updating the customer of the status of the record. 

Agent Update (Waiting): An update to the 'Additional Comments' must be made, updating the customer of the status of the record.