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| Russian | English |
| исключение уровня обслуживания | service level exception (An alert that has remained longer than specified in a resolution state. For example, the default service expectation time for an alert to remain in the New resolution state is 10 minutes. If an alert's resolution state is New for longer than 10 minutes, it is considered a service level exception. Rori) |
| метрика соглашения об уровне обслуживания | SLA metric (A calculated time interval that Service Manager determines between the date and time fields in incidents and service requests. For example, the SLA metric "resolution time" is defined as the difference between the Incident Created Date and the Incident Resolved Date) |
| общие параметры соглашения об уровне обслуживания | SLA Common (System Center Service Manager 2012 Rori) |
| соглашение об уровне обслуживания | SLA (An agreement between two or more parties describing the deliverables, support, and communication that each party will provide to the other) |
| соглашение об уровне обслуживания | service level agreement (An agreement between two or more parties describing the deliverables, support, and communication that each party will provide to the other) |
| уровень обслуживания | service level (The level of support that customer service is required to provide for a case. The service contract a customer purchases determines the service level for its associated cases) |
| уровень обслуживания | response level |
| цель соглашения об уровне обслуживания | SLA target (The specified duration of time in which the IT organization must respond to or resolve an incident or service request) |