Blackouts: A blackout period is based on an agreement between the customer and the service desk on fixed schedules during which the customer has no service expectations. This can also be the preferred time for item updates and maintenance, as they do not affect the availability of the service. A blocking period can be set within an SLA. During this time, the SLA is considered inactive and its measurement time is stopped. OLAs that support a workflow status using an SLA with a blackout period also support the blackout period. Blackouts are typically used as part of change management and configuration to inform users of the appropriate periods during which an SLA-related item must be designed to be disconnected in the event of a failure. When an outage is planned for an item, the lock-up period is displayed to inform the end user of the best time for planning a planned failureThe points that should be taken into account when defining SLAs are as follows: Fortunately, customers have a set of special tools and services at 3rd party in the UC market sector, such as PowerSuite and PowerSuite Cloud Managed Services. These tools and services can provide a source of expertise for “independent” monitoring and management services, which go beyond UCaaS vendor reports and fill in the gaps of platform providers. According to Nemertes Research, nearly 60% of companies run UCaaS with some sort of special 3rd party tool, but this still leaves a large number of organizations that don`t have significant additional oversight. As soon as I finish, Provance ITSM will take me back to the original ticket. And if I go down to the SLA/OLA/UC section, as shown in the screenshot below, the OLA is now assigned. And if you look at the SLA and SLA-KPIs sections, you can see that our SLA is still in progress and the calculations for the entire customer agreement are still ongoing. And if you look under the OLA section, you can see that we have another counter with the reaction time of the OLA and the solution time.
When billing is enabled, the system checks for the absence of a maintenance contract during the requirement establishment process and assigns the status Pending – No contract if an SLA does not exist or has expired….