Overview

SLA (Service Level Agreement) is an agreement about the guaranteed level of the provided service. The HelpDesk enables the definition of various SLA metrics which allow the monitoring of whether objectives set forth in the SLA agreement are duly executed.

The chapter on the execution of the service level compliance provisions is divided into the following articles:

•SLA metric types

•SLA metric conditions

•SLA metric validity time

•Creating and versioning SLA metrics

•Violation of SLA

•SLA metrics in tickets