SLA AND SLO - FEATURES OVERVIEW

Set the deadlines that will prove the quality of your services.

SLA

SLA (Service Level Agreement) defines working times and support-related deadlines – first response deadline, completion date and deadlines for alternative solutions.

You can set specific reaction deadlines for individual objects or groups in the configuration database. These you can adjust separately for each day as well as for public holidays.

SLO

SLO (Service Level Objective) defines parameters for service availability. It is a percentage of the minimum service availability over certain time period. It is also possible to document the maximum downtime and take account of planned work.