Project closed, it was managed using Scrum (3 weeks sprints). Now after closing the project, dedicated project members are assigned to another projects. However we want to maintain a Service Level Agreement (SLA) with support, testing and development teams to resolve incident, fix bugs and add new features as it comes and needed in the future.
- Entry point is always the user who may create incident if he face an issue or need new function in the tool.
- Support team have skills to fix issues if it's NOT related to the tool design/code. This is easy to agree on SLA according to incident priority.
- If the incident related to design/code issue or related to new function to be implemented, support team need to create bug/story to development team.
- Product team prioritize the bug/story and agree with development team on the estimated effort (hrs) needed.
- Development team pick up bugs/stories upon:
a. Priority of bugs/stories
b. Available shared resources
c. Estimated efforts
- After implementation and testing, bug fixes/feature deployed to pre-production environment where product owner along with the user can test (UAT).
- If successfully passed the UAT, new release deployed to the production environment.
All steps can be measured and develop a SLA for them except step #5 where I can't find a way to define SLA for it because it has 3 dynamic factors and there's no fixed time-boxed sprint. It should be very dynamic and responsive to unpredictable bugs/features coming with time.
What's the best practice to better define this process, measure it and define SLA for it?