service level agreement metric (n)~ A calculated time interval that Service Manager determines between the date and time fields in incidents and service requests. For example the SLA metric -€œresolution time-€? is defined as the difference between the Incident Created Date and the Incident Resolved Date.
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service level agreement metric (n)~ A calculated time interval that Service Manager determines between the date and time fields in incidents and service requests. For example the SLA metric -€œresolution time-€? is defined as the difference between the Incident Created Date and the Incident Resolved Date.
