SLA Target Times

SLA Target Times calculate the duration of time in which a technician must resolve or respond to a ticket.

SLA Target Times can be set in Days, Hours, or Minutes. They can either allow or not allow Stop the Clock. Target Times can also be tied to a Working Hours calendar. They define the behavior of an SLA and are based on:

Priority: A P1 should have faster target times than a P5.
Record Type: A disruption (Incident) should have faster target times than a Request.
SLA Type: SLAs can be bound to a Customer, a Service, and a CI. A critical CI (server) should have faster target times than a non-critical system.

Use this comprehensive processing to ensure that Incidents and Requests involving Customers, Services, and CIs are appropriately serviced according to the needs of your organization.

For example, set a Resolve Target Time of 90 hours for a P3 Corporate Request, such as a software upgrade. Consider a faster resolve time (example: 8 hours) for executives. Reserve your most aggressive Respond target times (example: 5 minutes) for a critical P1 Config Item Incident, such as the Primary Server going down.

See SLA/Priority Spreadsheet for Response/Resolve Target Times by Work Hours and Priority.