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      L2 - SLAs

      SLAs have been implemented in JIRA for L2. The article below specifies the metrics we are tracking and how to achieve them.

      SLA metrics and response times

       

      Incident Rating First Reply* Periodic Update*
      1 1 hr 2 hrs
      2 8 hrs 16 hrs
      3 24 hrs 48 hrs
      4 120 hrs 240 hrs

      * Times are calculated in business hours (8 am - 5 pm San Francisco time)

      Where can I see the SLAs applied to a ticket?

      Current SLAs applied to a ticket, along with information about the remaining time to respond, can be found directly in the JIRA issue in the below sections:

      SLA Panel - located right below the issue description.

      Details column of the issue - almost at the bottom of this section

      And finally, in the L2 Support board as part of the issue card information

      How to meet our SLAs?

      For practical purposes, there are two types of tickets L2 will be handling in JIRA, and they have different conditions that need to be met for our SLAs to be achieved:

       

      • Internal tickets - Tickets created directly in JIRA.
      • Zendesk tickets - JIRA issues created out of a Zendesk ticket; that is, they were transferred from L1 to L2.

       

      A simple way to identify if a ticket is Internal or Zendesk is by looking at the SLA panel itself or by checking if there are Zendesk IDs listed in the ticket description:

       

      Eg. Internal Ticket

      How to meet the SLA  Internal ticket Zendesk ticket
      Post a comment Post a comment with the below h2 heading first:

      --Request Status Update--

      To make things easier, you can use our new can responses (Response Templates) tool located below the issue description and use the Request Status Update option:

      		 Post a comment through the Zendesk Support tab:
      Close issue Solve the issue before the SLA is breached Solve the issue before the SLA is breached

       

      Note: L2 SLAs will pause when the issue transitions to any status no managed by L2, like Pending L1 Input, L3 To Do, DeFi To Do, In Progress, etc.

      Notifications on about-to-breach tickets

      Issue assignees will be notified about SLAs under an hour to breach through an email and through a new Slack channel: #l2-sla-notifications