| English | French |
| default company service level agreement | contrat de niveau de service de la société par défaut (A service level agreement that a company uses as a default) |
| service level | niveau de service (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) |
| service level agreement | contrat SLA (An agreement between two or more parties describing the deliverables, support, and communication that each party will provide to the other) |
| service level agreement time | délai de résolution conforme au contrat de niveau de service (The amount of time an alert can remain in an alert resolution state before it becomes a service level exception) |
| service level exception | exception au niveau du service (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) |