Service-level agreement (SLA)
An SLA defines the agreement between the service provider (your organization) and the end user (your customer) in terms of the aspects of the service provided, such as its scope, quality, or turnaround time.
In the context of a support service, an SLA will define different response times for different types of support requests. For example, severity 1 requests will have a response time of 1 hour, while severity 2 requests will have a response time of 4 hours.
Jira Service Management lets you define SLA requirements based on response time. You can set up the rules on how response time will be measured, and the goals for each rule.
Setting up an SLA
Jira Service Management‘s SLA is divided into two components: the time measurement and goals to achieve. Time can be measured for a variety of purposes. Common examples include overall time taken for request resolution and response time to customer requests. To set up an SLA metric, follow...
