Service Level Agreement (SLA)
Service Level Agreement allows you to present to the user reporting the issue when the type of problem is estimated to be resolved.
In order to present this estimated time of completion there are two key values that are used, Hours of Operation and Event Type Service Level Agreement in minutes.
Hours of Operation represent the day and times staff will be working on being able to resolve the issues reported.
The Service Level Agreement in Minutes is the time T expect to be ale to fix that specific issue reported.
When Creating the Event Type list you define the Service Level Agreement in Minutes for each event type created.
You can view the SLA for each event type in the Events & Classifications page