Question
Mphasis
US
Last activity: 17 May 2017 15:31 EDT
Default urgency
Hi,
I am having doubts on the SLA caulcation after reading few posts here. Appreciate if could answer so that clears my doubt.
If Default Urgency is not provided in the CSA exam, should we add '10' to the calculation?
Also, do we need to repeate count after the past deadline?
An SLA is defined as below. What would be the value of urgency after 8 days of no action?
Initial Urgency - 10
Goal - 1 day -10
Deadline - 3 days - 10
Past Deadline - 1 day - 10
Repeating past deadline - 3 times
What would be the result for the above question?
Accepted Solution
Instellars
IN
Hi,
No, you shouldn't add default urgency if it is not given in the problem.
Urgency at the end of 1st day: 10+10 [Initial +Goal]
Urgency at the end of 3rd day: 10+10+10 [Initial+Goal+Deadline]
Urgency at the end of 4th day: 10+10+10+10 [Initial+Goal+Deadline+Past Deadline]
Now, past deadline repeating interval is given as 3 times so urgency will be calculated till the end of 7th day and will stop thereafter.
Urgency at the end of 4th day: 10+10+10+10+10+10+10 [Initial+Goal+Deadline+Past Deadline+Repeat1+Repeat2+Repeat3]
So, the answer will be 70.
If repeat count is not given, urgency will be calculated one time after the deadline is passed (i.e. past deadline) and the answer will be 40.
Hope this helps.