- ticket response time (i.e. time within which a ticket is to be replied);
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- user groups that can expect this quality of support;
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- schedule by which support is provided;
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- accessible categories and ticket emergency levels as well as ticket response ranks.
For example, users with a common SLA can create tickets with low emergency level, while the Partners SLA clients can create tickets with low, middle and high emergency levels.
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)
)
)
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)