Service Level Agreement  

It is a contract between the service provider and the customer that ensures response and resolution of tasks within a specified timeframe. 

SLA timer 

The SLA timer component is to track the amount of time required to complete the task as defined by the matching SLA definition. 

Response –  

It is the time taken to acknowledge the ticket. 

Eg – Time required to give response for an incident such as assignment of incident to the user.  

Resolution –  

Actual time taken to resolve a ticket. 

Eg- Time required for resolve the incident. 

OLA –  

An Operational Level Agreement (OLA) is an agreement that defines service commitments between internal teams or supporting organizations to ensure SLAs are met. (e.g., Network Team & Service Desk) 

SLA Conditions- 

Start Condition –  

1. The SLA starts when this condition evaluates true. 

1. Example: Incident state is New or In Progress 

Pause Condition –  

1. Defines when the SLA timer is temporarily stopped. 
   Time is not counted while the pause condition is true. 

1. Example: Incident state is On Hold, Waiting for customer response 

Stop Condition – 

1. Defines when the SLA timer ends. 

1. Example: Incident state is Resolved or Closed 

Reset Condition –  

1. Defines when SLA timing is recalculated as if it started again. 

1. Eg – when incident is reopened  

Scenario: 

• The organization tracks user-reported incidents with SLAs defined for Priority 1 cases. A Response SLA of 15 minutes starts when the incident is created and assigned to a group and ends when it is assigned to an individual. A Resolution SLA of 3 hours begins at incident creation and ends when the incident is resolved, pausing while the incident is in the On Hold state and resuming once work continues. Both SLAs operate 24/7 based on the caller’s time zone. 

• Navigate to → All → SLA → SLA Definitions → New 

 Solution – 

1.Create an SLA record for Priority 1 with a 15-minute response time, as per the configuration below.