What is the difference between SLA Pause duration and Business pause Duration

Codi · ‎12-25-2023

What is the difference between SLA Pause duration and Business pause Duration?

Prathamesh G · ‎12-25-2023

Hello @Codi,

Please refer to the below attached link for your reference:

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Thank You!

Prathamesh.

Harish Bainsla · ‎12-25-2023

Hi

SLA (Service Level Agreement) Pause Duration:
- SLA Pause Duration typically refers to the amount of time during which the SLA clock is stopped or paused. SLAs define the level of service that is expected or agreed upon between a service provider and a customer. Pausing an SLA clock might occur in various scenarios, such as when the resolution of an issue is dependent on factors outside the control of the service provider (e.g., waiting for customer input or third-party response). During the pause, the SLA timers stop counting down to ensure accurate measurement of the time taken to resolve an issue.
Business Pause Duration:
- Business Pause Duration could refer to a broader concept related to business operations or processes. In an ITSM context, it might involve suspending or pausing certain business processes or workflows due to specific business requirements or events. This could be applied to a variety of activities, including change management, incident management, or other IT processes. During a business pause, certain activities or tasks may be temporarily put on hold to accommodate specific needs or circumstances.

for understanding sla watch below video

Chaitali_Vale · ‎12-25-2023

If your issue is resolved please mark my reply as Accepted Solution and marked it as Helpful.

Thanks,

Chaitali.

Harish Bainsla · ‎12-25-2023

Hi if my answer help you please accept solution