SLA Type

To define the time metrics by providing a unique name and purpose in a Module for which service is measured is SLA Type. A few common SLA Types that is used are Response SLA, Resolution SLA, Turnaround Time and etc.

• Response SLA: Response SLA refers to timeframe within which the service provider commits to responding to an incident or a request after it has been reported.
• Resolution SLA: Resolution SLA defines the timeframe within which the service provider commits to resolving an incident or fulfilling a request after it has been reported.
• Turnaround Time SLA: Turnaround Time refers to the total elapsed time from the moment an incident or a request is reported to the moment it is fully resolved or fulfilled by the service provider.

Let's get started on your first SLA Type!

Once an SLA Type is configured the change details on the configuration can be viewed on the Change History. Following are the reference links to navigate appropriately.

Configure SLA Type	Change History