Service-level agreement or SLA defines the agreement between the service provider and end user in terms of aspects of the service provided, such as its scope, quality, or turn-around time.
In the context of support service, an SLA will define different response times for different types of support requests. For example, severity 1 requests will have a response time of 1 hour, and severity 2 requests will have a response time of 4 hours.
JIRA Service Desk lets you define SLA requirements based on response time. You can set up the rules on how response time will be measured and goals for each rule.
JIRA Service Desk's SLA is divided into two components, the time measurement and goals to achieve. Time can be measured for a variety of purposes. Common examples include overall time taken for request resolution, and response time to customer requests. To set up SLA metric:
Browse to the service desk you want to set up the SLA on.
Select the SLA tab and then...