https://blog.chido.me/tags/sla/ Recent content in SLA on Chido Dike https://blog.chido.me/og-default.png https://blog.chido.me/og-default.png Hugo -- 0.154.0 en Mon, 21 Sep 2026 06:00:00 +0100 https://blog.chido.me/posts/green-slas/ Mon, 21 Sep 2026 06:00:00 +0100 https://blog.chido.me/posts/green-slas/ <h2 id="the-green-monday-that-wasnt">The Green Monday That Wasn&rsquo;t</h2> <p>Picture this. It is Monday, 09:12. Your weekly service review is in the diary. Volume is steady. Resolution time is inside target. First-contact resolution looks healthy. CSAT is &ldquo;acceptable.&rdquo; The Jira Service Management dashboards you send to senior IT leadership are a wall of green.</p> <p>Then your phone lights up. A director has been waiting since Thursday for a laptop that &ldquo;should have been easy.&rdquo; A finance colleague has opened the same password-reset path three times and still cannot get into a critical system before month-end. A regional manager is polite in the ticket and furious in Teams.</p>