Fix time SLOs/SLAs - Present and future

GoncaloPereira

Hello TSIA community,

we deliver software products and of course, as part of the support offer, we have SLOs/SLAs for Response Time ; Resolution and Fix.

The Fix time SLOs were defined long ago and historically were (more or less) aligned with the release cycles from R&D to cover Minor and Major releases of the different products.

Times have changed and customers have become demanding, requesting much aggressive times for Fix time. This was accelerated during the pandemic but i believe it's something that is here to stay.

My question is the following: From your experience with SW vendors what are the typical fix times for Critical, Major and Minor severity cases?

Any study available with concrete times available from the industry?

Thank you in advance.

Goncalo Pereira

Edly Villanueva

Hello Goncalo,

Great question, TSIA members would also be interested in learning too. @Alexander Mundorff @Daniel Coullet @Justin Nuzum @Lane Giles @SorenMarklund @SteveCloughesy @SumitBhat — Any insights from your experience with SW vendors what are the typical fix times for Critical, Major and Minor severity cases? 

@DavidBaca @SaraJohnson @Vele Galovski reaching out for industry insights and benchmark data available you can share on this question.

Thank you!

Edly