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Hello Elle! How are you? I was coming to meet you. It's good that we met here.
Hey John! I am doing well, thanks! Please tell me how can I help you?
I just wanted to check if you foresee any risk if we have to agree to a 95% target for P1 resolution time SLA.
In that case, I suggest you to put a "small number clause" to allow at least one miss for P1 when the ticket count falls below 20 in a month.
Hmm..95% of 20 is 19, which means if ticket count is less than 20, SLA target would be 100% for the month.
Yes...there's no room to miss even a single P1 ticket a month.
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