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SLA |
INCIDENT_UPDATE Maximum time period to update an incident |
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Definition |
This indicator measures the maximum time for sending a status report on the resolution of an ongoing ticket (ticket update). |
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Target value (*) |
P1 - 1 hour P2 - 2 hours P3 - twice every 24 hours P4 - once every 24 hours |
(*) During business days - 9am to 5 pm (CET)
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