Use Case

Response Time Penalty (Fixed Amount)

Name: Penalty for Delayed Ticket Response Description: If a support ticket response is delayed beyond defined thresholds, penalties are applied in fixed amounts based on the delay duration.

Toggles Used in Configuration

• Penalty Applicability: Fixed Amount

• Metric Type: Response

• Configuration: Time Bound

• Type: Default

• Maximum Cost: 1200

• Accumulate each cost: Disabled

• Override cost from asset property: Enabled

Target Configuration

Sample Data Calculation

• Sample Data Entered: 400 (minutes of response time delay)

Condition Checks:

1. 240 ≤ 400 ≤ 360 → ❌ Condition Not Satisfied

2. 360 ≤ 400 ≤ 600 → ✅ Condition Satisfied → Credit Applied = 1000

3. 400 > 600 → ❌ Condition Not Satisfied

Final Penalty: 1000

Result

• The system applied the second condition since the response time delay was 400 minutes, falling within the 360 – 600 mins range.

• The configured fixed penalty of 1000 is applied.

• Final Amount Calculated: 1000

SLA Penalty Based on Priority Levels

Name: Priority-Based Penalty Configuration Description: This configuration sets penalties depending on the priority of incidents (Critical, High, Medium). It ensures that higher-priority tickets are assigned stricter resolution targets with higher penalty percentages, while lower-priority tickets have relatively relaxed thresholds.

Configuration Details

• Penalty Applicability: Percentage of Service Cost

• Metric Type: Resolution Metric

• Configuration: Value

• Type: Priority

• Service Cost: 1000

• Maximum Cost: Not defined

• Toggles Used:

  • Accumulate each cost: OFF

  • Override cost from asset property: OFF

  • Partial Allowed: OFF

  • Multiple of Downtime: OFF

Target Values

1. Critical Incidents:

   • Range: 99–100% → No penalty (0%)

   • Less Than 99% → 0.5% of Service Cost (applies for each 1% drop below threshold)

2. High Incidents:

   • Range: 98–100% → No penalty (0%)

   • Less Than 98% → 0.35% of Service Cost (applies for each 1% drop below threshold)

3. Medium Incidents:

   • Range: 95–100% → No penalty (0%)

   • Less Than 95% → 0.25% of Service Cost (applies for each 1% drop below threshold)

Summary

This use case sets tiered SLA penalties based on incident priority:

• Critical tickets are penalized more strictly (0.5% per breach), highlighting their business impact.

• High tickets have moderate penalties (0.35%).

• Medium tickets have lower penalties (0.25%), since these are less business-critical.

Vendor Penalty Based on Points of Service Cost

Name: Vendor Penalty – Points of Service Cost

Description: This configuration sets up penalty calculations for vendors based on Points of Service Cost. The penalty is tied to the vendor’s response time, where credits (penalty points) are applied if service targets are not met. Each vendor can have separate condition checks, thresholds, and penalty costs defined.

Summary of Configuration:

• Penalty Applicability: Points of Service Cost

• Metric Type: Response (measuring vendor response time)

• Configuration: Time Bound (penalty is time-based)

• Type: Vendor

• Service Cost: 100 (minimum unit cost)

• Maximum Cost: 20,000 (upper cap on penalties)

• Accumulate Each Cost: Enabled (penalties add up for repeated breaches)

• Override Cost from Asset Property: Enabled

• Partial Allowed: Enabled (partial penalties can be calculated)

Vendor Conditions:

1. Microsoft

   • Operator: Range (1 – 10,080 minutes)

   • Penalty: 1.5 points per breach

   • Additional Rule: If response time is greater than 10,080 minutes, the penalty is still 1.5 points.

2. Cisco

   • Operator: Range (1 – 10,080 minutes)

   • Penalty: 5 points per breach

Real-Life Example:

Let’s assume an IT service company has two vendors: Microsoft and Cisco, who provide support services.

• The contract specifies that response time should be within 24 hours (1,440 minutes).

• If the vendor exceeds this response time, penalty points are applied according to this configuration.

Case 1: Microsoft

• An incident takes 12,000 minutes for Microsoft to respond.

• Condition: Greater than 10,080 minutes → 1.5 penalty points are applied.

• Since costs are cumulative, if multiple incidents breach the SLA, penalties keep adding until the maximum cap of 20,000 is reached.

Case 2: Cisco

• Cisco responds after 5,000 minutes.

• Condition: Within 1 – 10,080 minutes → 5 penalty points are applied.

• If Cisco has 10 such breaches, total = 50 points, deducted from their service score or billed as penalty cost.