SLA (service level agreement)
An SLA (service level agreement) is a promised level of service; in a helpdesk, usually how soon the first reply and the resolution arrive.
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Explanation
An SLA helps when it is measured: the system flags a ticket close to or past its deadline.
Different deadlines per priority are common: an urgent fault gets a faster answer than a general question.
How HelloTeam does it
In HelloTeam the promised times are stamped when a ticket opens, by priority, and the owner is told once when one is missed.
Module: Helpdesk (€7.90 / month).