The percentage of the number of tickets where the first responses were sent within the SLA divided by the total number of tickets on which the first responses were sent in a selected time period within the filters on the reports.total time taken to resolve tickets during the selected time period divided by the number of tickets resolved in the selected time period.There are three basic types of SLAs: customer, internal and multilevel service-level agreements. A customer service-level agreement is between a service provider and its external customers.The SLA performance goal is the maximum acceptable response time for a monitor. Technically, the delusion score test goal is set on the average time measured from multiple locations at the same time. For example, the SLA goal of 3 seconds means the average response time reported from all monitoring locations should be 3 seconds or less.
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