# SR Initial Response SLA/Process

**URL:** <https://forums.suse.com/t/sr-initial-response-sla-process/23223>\
**Category:** Talk to a SUSE Technical Services Manager\
**Created:** [October 22, 2012, 2:06pm UTC](https://forums.suse.com/t/sr-initial-response-sla-process/23223 "2012-10-22T14:06:02Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![System1](https://avatars.discourse-cdn.com/v4/letter/s/51bf81/32.png) [@System1](https://forums.suse.com/u/System1)\
**Post date:** [October 22, 2012, 2:06pm UTC](https://forums.suse.com/t/sr-initial-response-sla-process/23223/1 "2012-10-22T14:06:02Z")

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The SLA mentioned in some other threads for an initial response time…  
what should that measure exactly? I ask because I wonder if it means  
the first time anybody from Novell does anything on the SR, or if it’s  
the first e-mail sent with valid technical information, or something  
else. I think I know the answer from working on the other side of  
things, but now opening SRs I wonder if maybe I was wrong all along and  
this SLA is just used to track how long it takes for somebody to tell me  
my SR is assigned somewhere else (vs. the first time that somebody came  
back with some technical suggestions, fixes, questions, etc.). To be  
completely clear, my previous understanding was that this SLA tracked  
how long until somebody did something useful for the customer and not  
just “Your SR has been assigned to somebody.” which is a nice  
copied/pasted response on a few of my SRs which seems to duplicate, in  
function, the auto-generated default e-mail from Novell/SUSE/NetIQ at  
the time of the SR creation.

## – ab

ab’s Profile: [http://forums.novell.com/member.php?userid=6](http://forums.novell.com/member.php?userid=6)  
View this thread: [http://forums.novell.com/showthread.php?t=460896](http://forums.novell.com/showthread.php?t=460896)

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<div class="post-metadata">

**Author:** ![system](https://us1.discourse-cdn.com/flex022/uploads/suse/original/2X/5/5012ba89e3ffb5220dac47d5ea0ba032e2fe1cb6.png) [@system](https://forums.suse.com/u/system)\
**Post date:** [October 23, 2012, 9:06pm UTC](https://forums.suse.com/t/sr-initial-response-sla-process/23223/2 "2012-10-23T21:06:03Z")

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Hi,

Initial Response Time SLA is measured from the time the SR is created  
to the time you start working with a Technical Support Engineer. These  
other automated system emails do not stop the SLA timer.

Hope that helps, let me know if you have further questions on it.

Regards,  
Todd

Todd Abney  
Technical Support Director  
Novell

## – tabney

tabney’s Profile: [http://forums.novell.com/member.php?userid=42969](http://forums.novell.com/member.php?userid=42969)  
View this thread: [http://forums.novell.com/showthread.php?t=460896](http://forums.novell.com/showthread.php?t=460896)