SLA ?

SLA is an abbreviation for "Service Level Agreement". It means to have guaranteed reaction or resolving times for incidents (= trouble tickets). For instance you could have defined the following SLA levels For example: Gold: Reaction time = 30 minutes, resolving time = 4 hours Silver: Reaction time = 4 hours, resolving time = 24 hours SLAs normally are part of a contract between a customer and a service provider. Or in details description: SLA are Service Level Agreements to resolve the tickets by the market. SLA means Service Level agreement. It is the service agreement between a Company and a service provider. For example an IT Organization providing support of SAP / other software / hardware has a agreement. This can be for example categorized based on criticality of the incident. High priority incident has to be resolved on 10 hours. Medium priority incident has a 3 days time to resolve etc SLA - Service Leve Agreement.It is an agreement between the Client and Service Proivder.Ex:- One of the client( Company ) what to give their Production Support to the Service Provider for which both will go for this Agreement.Here the Response Time and Resolution Time Plays a Vitol Role.Ex ;- Tickets / Issues are Prioritised as Shown below:Priority Description Respose Time Resolution TimeP1 - High 15 Minutes 1 DaysP2 - Medium 60 Minutes 5 DaysP3 - Low 360 Minutes 30 DaysThese are will be writen / set in SLA's.If Response time as well the Resolution Time is missing is called Missing of SLA's and the will be Escalted.This varies from Client to Client.