Setting up Support Hours and SLAs for Global Teams

When configuring support hours and SLAs for international teams, consider these key recommendations to provide effective global coverage. There are two methods:

Time Zone Strategy:

• Pick a primary organization-level time zone as your base for scheduling

• Build out support hour schedules to match your global coverage in that time zone

Regional Coverage Strategy:

• Consider organizing teams by regions (APAC, EMEA, US) for comprehensive coverage

• You can set account-specific support hours for different regions

• Include overlap times between regions to ensure smooth handoffs

• Define holidays specific to each region to ensure accurate SLA calculations

SLA Best Practices

• Create tiered SLAs based on issue priority (e.g., P1: 1 hour, P2: 4 hours, P3: 24 hours)

• Set different response times for business hours vs. after hours

• Factor in timezone differences when setting resolution targets

• Include pause conditions during non-business hours for applicable priority levels

Practical Implementations:

• Use triggers for automated responses outside business hours

• Configure team assignments based on time zones

• Set up escalation protocols for urgent issues