Skip to Main Content
JIRA Essentials - Third Edition
book

JIRA Essentials - Third Edition

by Patrick Li
April 2015
Beginner content levelBeginner
390 pages
8h 46m
English
Packt Publishing
Content preview from JIRA Essentials - Third Edition

Service-level agreement

Service-level agreement or SLA defines the agreement between the service provider and end user in terms of aspects of the service provided, such as its scope, quality, or turn-around time.

In the context of support service, an SLA will define different response times for different types of support requests. For example, severity 1 requests will have a response time of 1 hour, and severity 2 requests will have a response time of 4 hours.

JIRA Service Desk lets you define SLA requirements based on response time. You can set up the rules on how response time will be measured and goals for each rule.

Setting up an SLA

JIRA Service Desk's SLA is divided into two components, the time measurement and goals to achieve. Time can be ...

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

Jira Software Essentials - Second Edition

Jira Software Essentials - Second Edition

Patrick Li

Publisher Resources

ISBN: 9781784398125Purchase Link