Most Jira Service Management setups track only resolution time.
From user perspective:
Waiting 3h for acknowledgement = bad support
Waiting 3h for fix after acknowledgement = acceptable
Track three timers instead:
First Response Time
Next Response Time
Resolution Time
Also pause SLA when status = waiting for customer.
Read full breakdown:
English: https://shikhanirankari.blogspot.com/2026/02/designing-sla-correctly-in-jira-service.html
https://shikhanirankari.blogspot.com/2026/02/confluence-jira-service-management.html
French: https://shikhanirankari.blogspot.com/2026/02/concevoir-correctement-les-sla-dans.html
https://shikhanirankari.blogspot.com/2026/02/integration-confluence-jira-service.html
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