# Service levels

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### What is a service level agreement?

The service level agreement (SLA[^1]) defines the quality of service between the service provider and the customer. This service level is defined in a contract. It generally includes :

* the time taken to handle a ticket (TTO[^2]),
* The desired resolution time according to the criticality of the request (TTR[^3]).

It is also possible to configure OLA[^4]s. An [OLA ](#user-content-fn-4)[^4]is an internal metric used to establish relationships between different IT entities or departments.

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### How do I set up SLAs?

You can follow this [procedure](https://app.gitbook.com/s/sGALtnzA2IROeldmXKt5/helpdesk/service_levels) which shows you, step by step, how to set up SLA[^1]s

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### How do I assign an SLA to a ticket?

There are 2 ways of assigning an SLA[^1]:

* By means of a rule: For example, all tickets from the XX customer entity will be subject to the XX contract SLAs.
* Manually: In the ticket, go to "Service Levels" and select the [TTO ](#user-content-fn-5)[^5]or [TTR ](#user-content-fn-3)[^3]you are interested in according to the predefined contracts.
* Using a ticket template: from **`Assistance` > `Ticket` > `Templates`** in **`Predefined fields`** you can add an SLA[^1] field ([TTO ](#user-content-fn-5)[^5]and/or TTR[^3]).

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### How do I know if the SLAs for a ticket are being met?

In the **`Statistics`** section of a ticket, it is possible to see the different times of the ticket:

* handling time (TTO[^5]),
* waiting time,
* resolution time (TTR[^3]),
* closure time (status after resolution)

![Alt text](https://3250947132-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FSvoJ3lioglS2UZLcWWyP%2Fuploads%2Fgit-blob-8d34dbc66b2e38d723dfa8e74af550c43c3eb95e%2Ftickets-2.png?alt=media)

Indications in red are those that have not been respecified.

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### How do you end the TTO calculation?

The [TTO ](#user-content-fn-5)[^5]ends as soon as the ticket is allocated to a group and/or a user.

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### Does the TTR take into account when a ticket is put on hold?

Yes, when a ticket is put on hold, the [TTR ](#user-content-fn-3)[^3]is recalculated once the is changed from **`Pending`** to other status, adding the time that it was kept on hold.

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### How to use escalation levels to change a ticket status?

You may use [this article](https://app.gitbook.com/s/sGALtnzA2IROeldmXKt5/helpdesk/service_levels#escalation-levels) to help you with escalation levels on GLPI.

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### Why aren't my automatic SLA reminders being received?

[SLA ](#user-content-fn-1)[^1]reminders are based on an automatic **`slaticket`** action and a **`Ticket Recall`** notification. Please check that :

* the automatic action is programmed in CLI (`Setup` > `Automatic actions` >**`slaticket`**)
* notifications have recipients (`Setup` > `Notifications` > `Notifications` > **`TicketRecall`**)
* your cron works [official documentation](https://glpi-user-documentation.readthedocs.io/fr/master/modules/configurationcrontasks.html#configure-automatic-actions)

[^1]: Service Level Agreement

[^2]: Time to Own

[^3]: Time To Resolve

[^4]: operational level agreement

[^5]: Time To Own