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From YouTube: 2 05a SLA Clock Discussion
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A
B
I
honestly
think
this
is
almost
another
one
of
those
like
it
depends
situations
like.
I
think
that
this
advice
is
good.
I
do
think
it's
important
to
like
try
not
to
rush
just
because
the
sla
clock
is
ticking
down,
but
I
think
it
it
really
depends
on
the
ticket
and
it
depends
on
the
customer
and
it's
one
of
those
things
that
you
have
to
kind
of
like
parse
out
what
they're
trying
to
say
and,
like
you
were
saying
earlier,
their
emotions
and
their
thoughts
and
their
feelings
and
what
they
want.
C
And
sometimes
you're
working
on
a
substantive
update
but
you're
going
to
miss
it
by
15
or
20
minutes,
because
typing
and
links
and
everything
and
dear
customer
you'll
have
an
update
in
about
15
minutes
is
not
always
the
most
useful
thing
to
tell
the
customer.
Whereas
if
it's
going
to
be
eight
hours,
then
yeah,
you
probably
want
to
say,
hey
it's
going
to
take
me
eight
hours
to
write
up
this
encyclopedia
entry.
For
you
please
hold.
A
Let
me
let
me
challenge
one
part
of
that
statement
from
duncan.
I
think
that
if
you're
going
to
miss
the
commitment,
you
said
I'll
get
back
to
you
by
this
time
on
this
day
or
whatever,
if
you're
going
to
miss
it,
you
know,
by
more
than
a
couple
of
minutes,
right
nobody's
going
to
notice
that
I
think
it
is
worthwhile
to
send
a
note
back
to
them.
That
says,
I'm
going
to
be
a
little
bit
late
with
that.
I
needed
more
time
than
I
thought.
A
I'm
close
and
set
a
new
expectation
that
message
takes
about
one
minute
for
you
to
put
together.
It
is
worth
doing.
It
shows
integrity.
It
shows
again
that
we're
caring
about
them
that
we
weren't
just
making
it
up
when
we
said
we'd
get
back
to
them
by
a
certain
time,
and
it
actually
goes
back
to
what
I
indicated
earlier,
where
we
don't
always
have
the
full
answer.
A
You
know
we
can
give
a
partial,
so
you
can
do
that.
If
you
have
some
idea
in
advance,
that's
taking
you
longer
than
you
thought.
Let
them
know
well
in
advance
right.
I've
been
working
on
this.
I
keep
finding
new
things
to
now
that
I'm
looking
into
whatever
it
is.
You
know
just
explain
briefly
and
say:
I'm
going
to
need
a
little
more
time
than
I
thought
and
reset
it
this.
A
But
if
you
can
envision
that
you're
doing
this
kind
of
thing
with
every
ticket
you're
setting
yourself
up
so
that
you
should
never
be
going
it's
five
minutes
till
the
sla
expires
right.
You
have
a
handle
on
it,
you're
always
setting
the
due
date
for
things
and,
if
you're
being
good
about
it,
you
set
that
ahead
of
where
that
sla
clock
would
expire
so
that
that
doesn't
come
into
play.
D
So
when
I
worked
at
at
apple,
I
might
have
someone
that
would
check
in
early
for
an
appointment
at
the
genius
bar-
and
we
are
perfectly
on
time,
but
is
check-in,
will
go
and
say,
hey.
Thank
you
so
much
for
your
patience.
This
is
what's
going
on.
We
expect
to
have
this
this
and
this,
and
it
works
a
little
bit
differently
here,
but
to
kind
of
like
hey.
I
don't
have
an
answer
yet
I
just
want
to
let
you
know
this
is
what
I'm
working
on.
If
this
doesn't
turn
anything
up.
D
A
You
brad,
I
like
that
and
yeah
it's
it's
funny.
You
said
I
don't
know
why
I
latched
on
to
this.
You
said
it
makes
them
feel
like
you're
paying
attention.
Do
you
know
why
it
makes
them
feel
like
you're
paying
attention?
Oh
because
you
are
right,
so
it's
you're,
giving
an
honest
impression
there,
you're
you're,
really
caring
for
them
taking
care
of
those
things
so
yeah
they'll
get
that
that
same
impression
out
of
it
and
that's
that's
what
this
is
is
about
in
part
we
want
to.
A
We
want
to
give
them
a
sense
that
they
they
know
what's
coming.
They
can
expect
certain
things
that
they
have
a
right
to
expect
us
to
meet
our
commitments
and
that
when
we
can't
because
hopefully
they
know
that
we're
human
that
we'll
we'll
renegotiate
and
we
can
always
come
back
and
say
you
know-
I'm
going
to
need
two
more
days
before
I
get
dissolved
and
they
can
say
in
two
more
days
I'm
going
to
lose
my
job.
If
this
isn't
fixed,
can
we
get
it
tomorrow
and
then
you
go?
A
Oh,
let
me
raise
that
priority,
so
we're
open
to
a
little
negotiation
too,
but
keeping
that
communication
flowing
not
not
setting
an
expectation
and
then
just
letting
it
kind
of
float
away
is
what's
what
this
is
about.
We
have
to
learn
how
to
manage
stay,
organized,
keep
things
going.
The
way
we
want
we
are.
We
do
not
live
or
work
in
in
such
an
orderly
space
right,
we
have
interruptions,
we
have
emergencies
that
doesn't
excuse
us
from
taking
simple
little
steps
to
keep
people
informed
and
change
those
expectations.
E
A
question
a
rather
technical
question,
so,
let's
imagine
the
situation
in
which
someone
has
a
urgent
and
difficult
problem
that
you
expect
is
going
to
take
a
while
for
you
to
figure
out.
You
know
that
you
have
to
rebuild
an
infrastructure
to
emulate
what
they're
doing
so
that
you
can
replicate
their
problem,
but
the
sla
is
four
hours
and
you
know
that's
going
to
take
longer
than
that
for
you
to
produce
to
reproduce
their
problem
and
then
only
at
that
point
can
you
start
actually
troubleshooting
it.
E
A
Yeah
great
question:
thank
you
I'll
start
by
saying
that
I'm
hoping
that,
with
some
changes
that
we
are
starting
to
make
that
that
will
become
easier.
Meanwhile,
first,
although
you
indicated
that
they
understand,
I
want
to
emphasize,
let's
be
transparent.
Oh
I
know
how
big
this
is.
This
is
not
something
I'm
going
to
be
able
to
complete
quickly,
here's
kind
of
what
it
looks
like,
so
you
lay
things
out
for
them
at
the
start,
to
be
sure
that
they
understand,
and
then
you
have
choices.
A
We
can
put
the
ticket
in
pending
for
the
customer,
which
doesn't
quite
sit
well
with
me,
because
it's
not
true,
but
it
does
stop
the
clock,
and
then
we
have
the
problem
that
the
customer
sends
back
a
thank
you
and
messes
up
the
whole
thing,
so
we're
working
to
get
the
tools
and
our
obligations
adjusted
so
that
we
can
control
them
more
than
having
them
control
us.
A
Meanwhile,
you
know
find
find
the
right
path
for
you
to
do
that.
I
think
that
sometimes
we
just
have
on
hold
as
that
option,
I
will
say
that,
when
the
ticket
is,
is
your
own,
when
you're
assigned
to
it
and
you're
not
relying
on
an
sla
hawk
to
jump
in
there,
you
have
a
little
more
opportunity
to
control
it.
But
the
question
is:
how
do
we
do
that
so
that
it
stays
out
of
there
out
of
their
way
and
someone
doesn't
get
worried
for
you
and
step
in.
F
I
think
I
think
the
two
bullet
points
under
make
a
choice
are
both
really
really
good
options.
I
think,
if
you
well
both
now
and
moving
forward,
I
think
both
of
those
options
will
they'll
actually
become
more
important,
hot
off
hot
off
the
presses
in
the
future.
We
will
no
longer
be
contractually
obligated
for
next
response
times.
F
F
But
at
the
same
time
I
think
it's
like
extremely
important
to
communicate
what
you
are
doing
and
when
they
can
expect
to
hear
back
from
you,
you
could,
if
you're
just
responding
with
no
without
seeing
what
you're
doing,
they
can
think
that
you're
just
kicking
the
can
down
the
road
like
setting
resetting
the
sla
timer
to
buy
yourself
more
time,
and
if
you
don't
give
them
a
schedule
of
when
they
can
expect
to
hear
back
from
you
it
it.
F
They
can
feel
like
their
ticket
got
lost
in
the
void
and
they're,
not
sure
what's
happening,
and
then
you'll
see
replies
where
it's
like
hey.
Is
this
ticket
still
open?
I
haven't
heard
anything
back
but
and
then
for
first
response.
That's
in
the
the
support
group
meeting
this
week,
sid
brought
up
a
median
time
to
first
reply
and
I'm
wondering
maybe
if
there
is
a
balance
where
we
could
do
respond
quickly
on
the
first
response
times,
without
maybe
communicating
exactly
what
we're
doing
like
to
have
some
sort
of.
A
I'll
tell
you
what,
because
we're
about
ready
for
a
break,
I'm
going
to
take
one
minute
to
get
my
clock
to
right,
where
I
want
it
to
be
to
answer
what
you're
saying
there.
As
far
as
what
sid
said,
it's
been
pointed
out
to
me
by
lee
that
it's
important
that
just
because
sid
said
it,
we
don't
jump
right.
It
is
a
question.
Secondly,
though,
I
think
that
these
two
choices
still
apply
when
you
first
see
the
ticket
come
in.
I
think
it's
totally
acceptable
to
say
here's.
A
A
summary
of
what
I
heard
you
needed
here
are
my
first
steps.
My
first
steps
might
be.
I
have
to
read
the
gigantic
logs
you
attached.
I
need
this
much
time
before
I'm
getting
back
to
you
or
my
first
steps
might
be.
Oh
yeah,
I
know
what
that
is
boom
here,
you
go.
You
have
those
options
still
so
again,
we
can
get
a
little
stuck
thinking.
A
I
have
to
have
like
a
you
know,
a
real
answer
of
what
this
is
and
exactly
what
they
need
to
do,
and
we
don't.
We
just
have
to
lay
out
the
plan
and
that
typically
won't
take
more
than
a
few
minutes
to
do
so.
That's
what
I
want
to
encourage
you
to
do
grab
that
ticket.
You
give
a
real
response.
Here's
what
I
plan
to
do
next,
if
I
need
something
from
you,
here's
what
I
need
from
you!