Define SLA
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If your question is about how to set up SLAs then please have a look at this resource, Create service level agreements (SLAs) to manage goals.
Lol....thank you
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Welcome to the community. SLA is Service Level Agreement. I agreed with what @Mikael Sandberg suggested reference link for you to learn how to setup SLA configuration for your JSM project.
NOTE - SLA configuration is project dependent. So you will need to setup SLA for each one of your project as needed.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
Viasat Inc.
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