Average Time to Resolution of Defects in SaaS

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Daryl Colborne
Daryl Colborne Member Posts: 50 Expert
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in Metrics & Analytics
Hi all,
While I realize this is a Support and Development oriented type of topic, I'm trying to identify SLAs/SLOs for Average Resolution Time of defects in SaaS products. I'm concerned that our company's SLOs are not aggressive enough and that this at times is negatively impacting the customer experience. 

I realize a lot of variables come into question here, one such variable being how critical is the application to the customer. Our product is very critical as it protects customers (many fortune 100) from experiencing attacks on to their cloud-native applications. An attack on our customer's applications could result in significant loss in revenue and other major penalties.

Has anyone found a good resource that shows how quickly bugs (P0, P1, P2, and/or P3) should be resolved for a SaaS product?

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