SLA compliance Report

Description of service level agreement compliance report.

Ticket ID Title Subject Ticket Description Assignee Reported Priority Status SLA Target SLA Breach Time to Resolution SLA Breach Reason Created Date Resolved Date SLA Metrics(Response time,Resolution time) Comments/Notes Categry/Type Attachments Notification Status Notification Recipients Tags/Labels
1 001 Software Bug - UI Issue Users are facing difficulties navigating the user interface due to unexpected behavior. Support Team A Mary Wilson High In Progress 2 hours No 1 hour 40 minutes Code complexity 2024-01-24 6:00 PM 2024-01-24 7:40 PM Response: 30 minutes, Resolution: 1 hour 10 minutes Escalated to development team for further investigation. Software No Not Notified N/A Bug, UI, Issue
2 002 Database Connectivity Problem The application is unable to establish a connection with the database server. Support Team B John Doe Medium Waiting for User Input 4 hours Yes 2 hours 15 minutes User did not provide necessary credentials 2024-02-05 9:15 AM N/A Response: 1 hour, Resolution: N/A Waiting for user to provide required information. Database No Not Notified N/A Connectivity, Database, Problem
3 003 Network Outage Users are experiencing complete loss of network connectivity. Support Team C Emily Johnson High Resolved 6 hours No 2 hours 45 minutes Hardware failure 2024-02-10 3:45 PM 2024-02-10 6:30 PM Response: 30 minutes, Resolution: 2 hours 15 minutes Rebooted router to restore connectivity. Network No Not Notified N/A Outage, Network
4 004 Hardware Malfunction - Server Failure The server has crashed, impacting service availability. Support Team A Michael Smith High In Progress 4 hours No 3 hours 30 minutes Failed hardware component 2024-02-15 8:00 AM N/A Response: 45 minutes, Resolution: N/A Identified faulty RAM module and replacing. Hardware No Not Notified N/A Malfunction, Failure, Server