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Metrics
Hi! What would be the recommended SLA for problem management? Based on some reading materials, the problem SLA should be patterned after incident. However, this approach would mean that problems will also be addressed as quickly as possible. The promptness of incident SLAs might not be applicable for problems as there is a need to determine the root causea and apply the permanent fix (either through change or otherwise). In other organizations, there is a stabliization/observation period included in the problem management process. Kindly advise how to go about this. thanks.