метрика соглашения об уровне обслуживания(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)
цель соглашения об уровне обслуживания(The specified duration of time in which the IT organization must respond to or resolve an incident or service request)
