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In the context of ITSM Support-Service Support Center, SLA stands for Service Level Agreement. It's a contract between a service provider and a client, outlining the specific performance and service standards the provider is obligated to meet. SLAs define the level of service, including response times and expected outcomes.
Overview
Service Level Agreement (SLA):
An agreement that defines the terms of service delivery between a service provider (UTS Team) and a client.
SLAs are used to manage incidents and service requests by defining response times and resolution expectations. They also include the operational hours during which those SLAs are in effect. Operational hours: 8:00am - 5pm EST Monday - Friday
Status Conditions that will affect the SLA times are "On Hold" and "Waiting for Response"
Key Components in Service Center SLAs:
- Respond By: The agreed-upon time limit for the initial communication with the requester.
- Resolve By: The time limit for completing the service request or resolving the incident.
Chart of Standards
| Priority Level |
Respond By Time |
Resolve By Time |
| 1 (Critical) |
15 minutes |
4 hours |
| 2 (High) |
1 hour |
8 hours |
| 3 (Medium) |
4 hours |
16 hours |
| 4 (Low) |
8 hours |
40 hours |