how we can set SlA?

[IT Support]

We wanted to know how we can set SLA, what is the exact meaning of time to first response and time to resolution, do we need create different SLA for single project or we can set it in a single goal.

[Mikael Sandberg]

Hi @IT Support,

Welcome to Atlassian Community!

SLAs are project specific and Time to first response is just that, the amount of time you want an agent to respond to the request from the time the customer submits it. The default is 2 hours for incidents and 4 hours for service requests. Time to resolution is the amount of time it should normally take to resolve the request.

[Joseph Chung Yin]

@IT Support 

Welcome to the community.  SLA configuration is at the individual project level and it is not shared among projects.  When a JSM project is provisioned, it will come with a default SLA setup.

Please refer to the following reference link on SLA configuration -

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

Hope this also helps.

Best, Joseph Chung Yin

[Vitaly_Berezovsky_SaaSJet]

Hi @IT Support 

Based on your query, I recommend checking out this article: 5 Tips for Getting the Fastest Response Based on SLAs in Jira. It provides valuable tips on setting and optimizing SLAs in Jira to ensure the fastest response times.