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: Eight hours) for executives. Reserve your most aggressive Respond target times (example: Five minutes) for a critical P1 Config Item Incident, such as the primary server going down.

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