Glossary
SLA
An SLA, Service Level Agreement, is the agreement on service levels: the commitment, made to a client, on how long it takes to respond to a request and to resolve it. It usually sets a first-response time and a resolution time, sometimes different depending on the request's severity. An SLA only counts if it is measured: without a system that keeps track of time, it stays a promise.
In YVY
In YVY's Helpdesk, SLAs are set in the section's settings, together with the queues and the mailboxes that tickets are created from. Each ticket has its own clock, the client follows their tickets from the portal, and a ticket can be recalled inside a project when it turns into work.