SLA is an internal metric within SeeClickFix that identifies the length of time (between opening and closing) that a Request, which is reported using a specific category, should take.
A Service Level Agreement generally refers to a contract between a service provider and the service receiver. However, within SeeClickFix, SLA is only visible internally and should be used as a benchmark for Department Heads to understand their staff's efficiency. This is an internal-only performance metric. SLA times can be set in days and weeks and are calculated Monday through Friday, 9-5 in the organization's timezone and account for federal holidays.