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[Music] in this video we'll cover getting started with a service level agreement or also known as an sla and jira service management jira service management provides powerful built-in service level agreements enabling teams to track how well they're meeting the level of service expected by their customers at every step of the request lifecycle to get started we'll navigate to our project settings then slas here project admins configure sla goals and specify the types of requests to be tracked and the time it should take to resolve them in our example we wish for agents to resolve incidents within a four hour time period in service requests within an 8-hour window this sla counter will begin when an issue is created or the resolution is cleared our sla counter is currently configured to stop the countdown when the resolution is set we don't have any sla counter pause events in this environment however changing any condition is simple and straightforward for example we might want to pau...
