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Title
What is the difference between Service Level Agreement (SLA) and Escalation Time in the Service Desk? -
Description
There are two settings in the KACE SMA Service Desk which have similar functions:
- Service Level Agreements (SLAs)
- Escalation Time
NOTE: Service Level Agreements (SLAs) are only available in versions 6.3.x and above and Escalation Time is available in versions 6.0.x and above.
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Resolution
To review some of the similarities and the differences, please see the below chart:
FunctionService Level Agreement (SLA)Escalation TimeCalculate the due date based off of priority YesNoRequires that ticket is resolved / closed to avoid violations YesNoRequires that Email on Events be configured to send emails YesYesTakes Business Hours / Holidays into account in calculation YesNoTurns off notifications when the ticket is in a Stalled status NoYesResets the notification timer with any change to the ticket NoYesNOTE: For more information, please see: How to Enable Service Level Agreement (SLA) in the Service Desk and What is escalation used for and how do I set it up?