Overview
SLA results help managers understand whether issues are being responded to and resolved within the expected timeframe.
Where to monitor SLA
SLA can be monitored in:
Issue Tracking page.
SLA Report.
Analytics page.
Open or overdue issue views.
What to review
Review the following:
SLA status.
Response time.
Resolution time.
Overdue issues.
Repeated SLA breaches.
Tips
Review SLA results during daily operation meetings.
Use SLA breach records to improve manpower planning.
Adjust SLA policies if targets are unrealistic or too loose.