A Service Level Agreement (SLA) is a set of parameters of key IT processes. Compliance with agreements is the main indicator of the effectiveness and quality of the service provided. Use indicators to configure the parameters. Use indications to calculate and display information about the SLA.
a rule of a time counter activation that is specified by proper conditions for starting, pausing, and stopping this counter. It also determines a time limit for declaring an SLA as breached.
When an indicator start condition is met, an indication starts. It contains timings and allows you to track the level of service quality.
