Your Services level agreement (SLA) are the egagement you signed and agreed with your customers.
The SLA are defined by some Services level target.
For example: You've signed a support contract indicating that you'll answer to his request in less than 6hours and fix his computer in less than 24h. This is your targets.
In this case you've a SLA with this customer.
This SLA indicate you've two target:
- The TTO (Time to own the ticket): You've 6hours to answer to your customer's request.
- The TTR (Time to resolved the ticket). You've 24hours to fix his computer. Some customers have a specifics SLA per customers, some have the same SLA for all their customers base on the services provided.
In the Service management module begin with the creation of a SLA. Ex: Standard Helpdesk SLA
In the service management module create your SLT, you can define a priority, a request type (is it a request or an incident?), choose your metric(TTO or TTR) and then indicate the value of the SLA and it's unit.
name: Fix computer,
request type: Incident,
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