Service level and delivery policy
Bundle OKF 0.2 · 6 conceitos · ihardjo/agent-ptmn-training
# Service level and delivery policy * [Resolution targets](/policies/resolution-targets.md) - working-time resolution targets for Bug and Incident tickets, by priority. * [How a target breach is counted](/policies/breach-counting.md) - counting rules for target breaches, including scope and exclusions. * [Escalation matrix](/policies/escalation-matrix.md) - who is notified when a ticket breaches its resolution target. # Definitions * [Waiting time versus working time](/definitions/duration-basis.md) - the two durations a ticket carries, and which one policy targets are measured on. # Directories * [policies/](policies/) - service level policy, targets, and escalation. * [definitions/](definitions/) - shared definitions used by the policies above.