5. Incident Management - Service Levels (SLA)

Service Levels (SLA)

In order to assess the quality of the service offered to end customers, HDA provides a default configuration relating to the timing of Response and Resolution.        

• The Response Time represents the time elapsed from the creation of the ticket and the first taken over by the operator.
• The Resolution Time instead refers to the time elapsed from the creation of the ticket to the actual closure and is usually independent of the suspension times.

For more informations about Service Levels, click here