Glossary of Terms

Ticket SLA

Definition of
Ticket SLA

Ticket Service Level Agreement (Ticket SLA) is the agreed upon turnaround time in which a ticket needs to be answered or resolved. It may depend on priority levels such as low, medium, or high. For example, if the SLA of First Resolution Time is 4 hours, all tickets that were attended to within 4 hours meet the SLA.

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