SLO, LLC and Dynamic SLA's

Ronaldo Rosales

Hello dear community.

Jira has an SLA, but I would like to know if it has an Operating agreement and Service-level objective (SLO).

And tied to that I would like to know if I can define dynamic SLA's for example that the coordinator in the predecessor phase defines how long the next phase will take and notify according to that definition.

Please let me know and for which version it is available (cloud or on premise)

Walter Buggenhout

Hi @Ronaldo Rosales,

The SLA in Jira is a technical concept. It has triggers that start and stop the timer. It is linked to a calendar that specifies the days/hours during which it keeps running. You can specify conditions (e.g. certain statuses) to pause the timer. And you can use JQL filters to specify the targets to stay within.

SLO versus SLA is a business agreement that uses the exact same principles, but supports a different business approach or contract.

So, if you want to track work against an SLO rather than an SLA, just use the technical SLA in Jira Service Management and give your configuration an appropriate name, e.g. Response Time SLO.

As the timer starts and stops in response to events, I have not seen what you refer to as dynamic SLA's. However, you can define multiple SLA's for one ticket. It is always possible to use one specific SLA that covers the entire process from start to finish. That would most commonly be called Time to Resolution (SLA or SLO, whatever is best for you), start when the ticket is created and stop when it is resolved, regardless of any steps that happen along the way. This is the purest way to track whether you resolve a ticket on time from the perspective of your customer. 

Hope this helps!