TRAINING: Service Level Agreements - (SLA)
A Service Level Agreement (SLA) is a part of a service contract where the level of service is formally defined. It is often referred to the contracted delivery time of a request or the completion time. There are two measurements of SLA:
- Response Time – the amount of time it takes to initially respond to requests
- Completion Time – the amount of time it takes to complete a request
These values are displayed in the Other Options options pane of the Request Details page.
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