I know many helpdesk organizations have SLAs around attending to a problem within X hours. I'm looking to see if anybody has SLAs around resolving a percentage of problems within the first day or two. And to know what those SLAs are.
What I have in mind is for the SLA to say we would resolve 80% of new tickets within 24 or 48 hours. I'm trying to figure out if 80% is the right percentage or what it should be.