Example: creating a basic SLA
This example looks at how you might create a very basic SLA for an IT service desk project:
Translated, this SLA sets the following goals and expectations:
- All incidents must be resolved within 4 hours.
- You provide 24/7 support for customers who report incidents. These issues are labeled with "24/7 Calendar".
- All service requests must be resolved within 8 hours. And, these are tracked on hours worked during a normal business day. These issues are labeled with "9-5 Calendar".
- You provide support for all other customers, but you don't track a "time to resolution" goal for them.