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Service levels

What is a service level agreement?

The service level agreement (SLA) defines the quality of service between the service provider and the customer. This service level is defined in a contract. It generally includes :

  • the time taken to handle a ticket (TTO),
  • The desired resolution time according to the criticality of the request (TTR).

It is also possible to configure OLAs. An OLA is an internal metric used to establish relationships between different IT entities or departments.

How do I assign an SLA to a ticket?

There are 2 ways of assigning an SLA:

  • By means of a rule: For example, all tickets from the XX customer entity will be subject to the XX contract SLAs.
  • Manually: In the ticket, go to "Service Levels" and select the TTO or TTR you are interested in according to the predefined contracts.
  • Using a ticket template: from assistance > ticket > templates in predefined fields you can add an SLA field (TTO and/or TTR).
How do I know if the SLAs for a ticket are being met?

In the statistics section of a ticket, it is possible to see the different times of the ticket:

  • handling time (TTO),
  • waiting time,
  • resolution time (TTR),
  • closure time (status after resolution)

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Indications in red are those that have not been respecified.

How do you end the TTO calculation?

The TTO (Time To Owner) ends as soon as the ticket is allocated to a group and/or a user.

Does the TTR take into account when a ticket is put on hold?

Yes, when a ticket is put on hold, the calculation of the TTR (Time To Resolve) is suspended until the status is changed.