Addition of MTTA SLA 6-Month Analysis and Recommendations

[acaruso-oddball]

MTTA SLA 6-Month Overview

Summary

This pull request introduces a detailed 6-month overview of SLA performance metrics, including MTTA (Mean Time to Acknowledge), MTTR (Mean Time to Resolve), and acknowledgment rates from July through November. It highlights key trends, successes ("Glows"), and opportunities for improvement ("Grows") while providing actionable next steps.

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Key Highlights

Grows (Improvements):

1. MTTA:

   • Significant improvement in September (2m 4s, -236s from August).
   • Maintained stability under 3 minutes in October and November.

2. MTTR:

   • October: Decreased by 20 minutes (to 33m).
   • November: Achieved the lowest MTTR (17m) across the observed period.

3. Acknowledgment Rate Recovery:

   • November showed a modest recovery (+4%) after October’s decline to 46%.

4. Incident Response System Refinement:

   • Despite initial thrash, the system improvements positively impacted MTTR and acknowledgment times.

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Glows (Successes):

• Sustained Incident Management: Effective handling of high-volume interruptions, especially in August and November.
• Team Adaptability: Quick recovery in September following August’s MTTA spike.
• Improved Resource Utilization: Notable improvements in managing incidents under operational strain.

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Shortcomings Addressed

• Inconsistent acknowledgment rates, notably in October.
• Recurring spikes in interruptions during August and November.
• Initial thrash during the implementation of the incident response system.

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Recommendations

1. Refine the Incident Response System: Document lessons learned to sustain the system’s benefits.
2. Optimize Resource Allocation: Address staffing gaps during high-interruption months.
3. Conduct Root Cause Analysis: Investigate recurring spikes in interruptions.
4. Boost Training: Provide refresher training to prevent acknowledgment rate inconsistencies.
5. Incident Response Guide:
   • The guide has been created and is currently being OK'ed for deployment.
   • It will standardize processes, reduce variability in response times, and improve metrics over time.

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Visual Overview

Month	MTTA	MTTR	Acknowledgement Rate (%)	Total Incidents	Interruptions
July	3m 30s	30 min	56%	39	37
August	6m	37 min	62%	55	131
September	2m 4s	53 min	60%	55	133
October	2m 37s	33 min	46%	48	98
November	2m 30s	17 min	50%	92	109

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Next Steps

1. Conduct a System Retrospective to refine incident response processes.
2. Finalize the Incident Response Guide for full team adoption.
3. Monitor acknowledgment rates and incident resolution trends via dashboards.

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Impact

• Improved SLA compliance with faster acknowledgment and resolution times.
• Standardized processes via the incident response guide.
• Enhanced resource allocation during high-volume incident periods.

[joeniquette]

@acaruso-oddball this is great! So as part of this ticket I think we should conduct the retro as you state and get that feedback into this report before its closed out.

[joeniquette]

We should get the retro conducted and feedback included in the report before closing this out.

[acaruso-oddball]

@acaruso-oddball this is great! So as part of this ticket I think we should conduct the retro as you state and get that feedback into this report before its closed out.

Awesome, thanks for the feedback. I'll get one on the books.