{"id":307,"date":"2023-05-05T06:09:43","date_gmt":"2023-05-05T06:09:43","guid":{"rendered":"https:\/\/help.aliteo.com\/?p=307"},"modified":"2026-06-28T13:37:46","modified_gmt":"2026-06-28T13:37:46","slug":"sla","status":"publish","type":"post","link":"https:\/\/help.aliteo.com\/sk\/sla\/","title":{"rendered":"SLA pracovn\u00e9ho priestoru"},"content":{"rendered":"\r\n<p class=\"wp-block-paragraph\">SLA (service-level agreement) je dohoda o \u00farovni poskytovan\u00fdch slu\u017eieb, ktor\u00fa si medzi sebou dohodn\u00fa 2 strany, v\u00e4\u010d\u0161inou ide o poskytovate\u013ea a z\u00e1kazn\u00edka nejakej slu\u017eby. Aplik\u00e1cia ALITEO umo\u017e\u0148uje aj toto nastavenie v pracovnom priestore. Ide o \u0161tandard ktor\u00fd sa pou\u017e\u00edva v pr\u00edpade help-desk alebo service-desk slu\u017eieb. \u00a0V aplik\u00e1cii ALITEO je z\u00e1kazn\u00edkom extern\u00fd u\u017e\u00edvate\u013e a poskytovate\u013eom intern\u00fd u\u017e\u00edvate\u013e.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Nastavenie SLA v pracovnom priestore je prv\u00fdm krokom na to, aby sme n\u00e1sledne pokro\u010dili k nastaveniu v projekte (odkaz na SLA v projekte) a tak pou\u017e\u00edvali t\u00fato funk\u010dnos\u0165 v projektov\u00fdch \u00faloh\u00e1ch (odkaz na SLA v projektovej ulohe).<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Medzi z\u00e1kladn\u00e9 charakteristiky (ukazatele) SLA patria:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>Response time \u2013 doba odpovede - ukon\u010duje sa prv\u00fdm koment\u00e1rom intern\u00e9ho u\u017e\u00edvate\u013ea.<\/li>\r\n\r\n\r\n\r\n<li>Repair time \u2013 doba opravy - ukon\u010duje sa uzavret\u00edm \u00falohy.<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Slu\u017ebu SLA definuj\u00fa 2 parametre (prid\u00e1vame stla\u010den\u00edm tla\u010didla \u201cNov\u00fd\u201d v z\u00e1hlav\u00ed okna nastavenia):<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>Pracovn\u00e1 doba,<\/li>\r\n\r\n\r\n\r\n<li>Zmluva SLA.<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<h2>Pracovn\u00e1 doba SLA<\/h2>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Pre \u00fa\u010dely po\u010d\u00edtania \u010dasu ktor\u00fd sa zapo\u010d\u00edtava do slu\u017eby a m\u00f4\u017eeme definova\u0165 pracovn\u00fd \u010das. To znamen\u00e1 \u017ee iba \u010das definovan\u00fd v pracovnej dobe a bude zoh\u013ead\u0148ova\u0165 pri v\u00fdpo\u010dte d\u00e1tumu.<\/p>\r\n\r\n\r\n\r\n<p class=\"wp-block-paragraph\">Pracovn\u00e1 doba n\u00e1m dovo\u013euje nastavi\u0165 pravideln\u00e9 sa opakuj\u00face \u010dasov\u00e9 intervaly v ktor\u00fdch plat\u00ed SLA slu\u017eba. Definujeme takisto v\u00fdnimky, kedy pracovn\u00e1 doba neplat\u00ed. m\u00f4\u017ee \u00eds\u0165 napr\u00edklad o pracovn\u00e9 vo\u013eno, celoz\u00e1vodnej dovolenky a podobne.<\/p>\r\n\r\n\r\n\r\n<h2>Zmluvy SLA<\/h2>\r\n<p class=\"wp-block-paragraph\">Na to aby sme mohli pokro\u010di\u0165 k nastaveniu jednotliv\u00fdch charakterist\u00edk SLA, je treba poveda\u0165, \u017ee ka\u017ed\u00e1 z charakterist\u00edk vych\u00e1dza z kombin\u00e1cie atrib\u00fatu (d\u00e1tov\u00fd typ Zoznam) a Priority ktor\u00e1 je nastaven\u00e1 v \u00falohe.<\/p>\r\n<p>Z toho vypl\u00fdva \u017ee medzi atrib\u00fatmi projektovej \u00falohy mus\u00ed existova\u0165 atrib\u00fat s d\u00e1tov\u00fdm typom zoznam, aby bolo mo\u017en\u00e9 spr\u00e1vne definova\u0165 charakteristiky SLA.<\/p>\r\n<p>Zmluvu SLA teda definujeme nasledovne:<\/p>\r\n<ol>\r\n<li><strong>Atribut zmluvy<\/strong> - prid\u00e1me atrib\u00fat zmluvy pomocou tla\u010didla v z\u00e1hlav\u00ed dial\u00f3gov\u00e9ho okna. V zobrazenom v men\u0161om dial\u00f3govom okne n\u00e1sledne vyberieme atrib\u00fat projektovej \u00falohy (dostupn\u00e9 s\u00fa len tie ktor\u00e9 maj\u00fa d\u00e1tov\u00fd typ zoznam) a n\u00e1sledne vyberieme jednu z polo\u017eiek dan\u00e9ho projektov\u00e9ho atrib\u00fatu. Stla\u010d\u00edme tla\u010didlo Ulo\u017ei\u0165. Takto prid\u00e1vame jednotliv\u00e9 atrib\u00faty zmluvy, m\u00f4\u017eeme kombinova\u0165 aj polo\u017eky z r\u00f4znych atrib\u00fatov.<\/li>\r\n<li><strong>Response time<\/strong> - v tejto \u010dasti vid\u00edme vymenovan\u00e9 atrib\u00faty. Kliknut\u00edm na kartu atrib\u00fatu definujeme konkr\u00e9tne hodnoty pre t\u00fato charakteristiku. M\u00f4\u017eeme zad\u00e1va\u0165 jednotky hod\u00edn alebo dn\u00ed, pre niektor\u00fa z prior\u00edt m\u00f4\u017eeme za\u0161krtn\u00fa\u0165 mo\u017enos\u0165 \u201c<em>Mimo pracovnej doby<\/em>\u201d. Mo\u017enos\u0165 \u201c<em>Mimo pracovnej doby\u201d<\/em> znamen\u00e1 \u017ee sa pri v\u00fdpo\u010dte charakteristiky neberie do \u00favahy \u010das definovan\u00fd v pracovnej dobe. T\u00e1to charakteristika sa ukon\u010duje v \u00falohe pridan\u00edm prv\u00e9ho koment\u00e1ra intern\u00fdm \u010dlenom projektu. V\u00a0r\u00e1mci tejto charakteristiky je mo\u017en\u00e9 dodato\u010dne nastavi\u0165 spr\u00e1vanie sa v\u00fdpo\u010dtu pri zmene atrib\u00fatu alebo priority:\r\n<ul>\r\n<li>Resetova\u0165 rie\u0161enie \u2013 pri zmene sa vypo\u010d\u00edta term\u00edn response time odznova (ako keby v tomto momente \u00faloha vznikla).<\/li>\r\n<li>Pokra\u010dova\u0165 v rie\u0161en\u00ed \u2013 pri zmene sa term\u00edn response time iba prepo\u010d\u00edta na in\u00fd (za\u010diatok plynutia plat\u00ed od p\u00f4vodn\u00e9ho vzniku \u00falohy).<\/li>\r\n<\/ul>\r\n<\/li>\r\n<li><strong>Repair time<\/strong> \u2013 podobne ako pre response time, vid\u00edme vymenovan\u00e9 atrib\u00faty. Kliknut\u00edm na kartu atrib\u00fatu definujeme konkr\u00e9tne hodnoty pre t\u00fato charakteristiku. M\u00f4\u017eeme zad\u00e1va\u0165 jednotky hod\u00edn alebo dn\u00ed, pre niektor\u00fa z prior\u00edt m\u00f4\u017eeme za\u0161krtn\u00fa\u0165 mo\u017enos\u0165 \u201c<em>Mimo pracovnej doby<\/em>\u201d. Mo\u017enos\u0165 \u201c<em>Mimo pracovnej doby\u201d<\/em> znamen\u00e1 \u017ee sa pri v\u00fdpo\u010dte charakteristiky neberie do \u00favahy \u010das definovan\u00fd v pracovnej dobe. Navy\u0161e t\u00fa definujeme etapy alebo stavy \u00falohy, ktor\u00fdch sa charakteristika repair time nem\u00e1 zapo\u010d\u00edtava\u0165. Podobne ako v\u00a0response time aj pre repair time je mo\u017en\u00e9 dodato\u010dne nastavi\u0165 spr\u00e1vanie sa v\u00fdpo\u010dtu pri zmene atrib\u00fatu alebo priority:\r\n<ul>\r\n<li>Resetova\u0165 rie\u0161enie \u2013 pri zmene sa vypo\u010d\u00edta term\u00edn repair time odznova (ako keby v tomto momente \u00faloha vznikla).<\/li>\r\n<li>Pokra\u010dova\u0165 v rie\u0161en\u00ed \u2013 pri zmene sa term\u00edn repair time iba prepo\u010d\u00edta na in\u00fd (za\u010diatok plynutia plat\u00ed od p\u00f4vodn\u00e9ho vzniku \u00falohy).<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ol>\r\n<h2>Stavy SLA<\/h2>\r\n<p>SLA m\u00f4\u017ee nadob\u00fada\u0165 nieko\u013eko stavov, aj pod\u013ea toho o\u00a0ak\u00fa metriku ide:<\/p>\r\n<ol>\r\n<li><strong>Response time:<\/strong>\r\n<ol>\r\n<li><strong>Nepou\u017e\u00edva sa<\/strong> \u2013 pre projekt, do ktor\u00e9ho patr\u00ed dan\u00e1 projektov\u00e1 \u00faloha nie s\u00fa definovan\u00e9 parametre SLA. V detaile proj. \u00falohy sa nezobrazuje.<\/li>\r\n<li><strong>Nespl\u0148uje podmienku<\/strong> \u2013 pre projekt, do ktor\u00e9ho patr\u00ed dan\u00e1 projektov\u00e1 \u00faloha s\u00fa definovan\u00e9 parametre SLA, av\u0161ak pre aktu\u00e1lne nastavenie priority a atrib\u00fatu \u00falohy, nie je definovan\u00fd \u010das pre Response time. V detaile proj. \u00falohy sa nezobrazuje.<\/li>\r\n<li><strong>Be\u017eiace<\/strong> \u2013 v\u00a0projektovej \u00falohe sledujeme Response time, ktor\u00e9 pr\u00e1ve prebieha (\u010dak\u00e1 na na\u0161u odpove\u010f), stanoven\u00fd term\u00edn pre Response time e\u0161te nebol prekro\u010den\u00fd (zobrazen\u00fd term\u00edn v\u00a0detaile \u00falohy, v\u00a0\u013eavom paneli zelenou farbou),\u00a0bude ukon\u010den\u00fd prv\u00fdm koment\u00e1rom:\r\n<ol>\r\n<li>V pr\u00edpade verejnej \u00falohy \u2013 verejn\u00fdm koment\u00e1rom uverejnen\u00fdm intern\u00fdm u\u017e\u00edvate\u013eom (koment\u00e1r vlastn\u00edka pr\u00edpadu, \u017ee v\u017edy ignorovan\u00fd).<\/li>\r\n<li>V pr\u00edpade internej \u00falohy \u2013 koment\u00e1rom intern\u00fdm (koment\u00e1r vlastn\u00edka pr\u00edpadu, \u017ee v\u017edy ignorovan\u00fd).<\/li>\r\n<\/ol>\r\n<\/li>\r\n<li><strong>Be\u017eiace s\u00a0prekro\u010den\u00edm<\/strong> \u2013 v\u00a0projektovej \u00falohe sledujeme Response time, ktor\u00e9 pr\u00e1ve prebieha (a \u010dak\u00e1 na na\u0161u odpove\u010f), stanoven\u00fd term\u00edn pre Response time bol prekro\u010den\u00fd (zobrazen\u00fd term\u00edn v\u00a0detaile \u00falohy, v\u00a0\u013eavom paneli \u010dervenou farbou), bude ukon\u010den\u00fd prv\u00fdm koment\u00e1rom:\r\n<ol>\r\n<li>V pr\u00edpade verejnej \u00falohy \u2013 koment\u00e1rom verejn\u00fdm uverejnen\u00fdm intern\u00fdm u\u017e\u00edvate\u013eom (koment\u00e1r vlastn\u00edka pr\u00edpadu, \u017ee v\u017edy ignorovan\u00fd).<\/li>\r\n<li>V pr\u00edpade internej \u00falohy \u2013 koment\u00e1rom intern\u00fdm (koment\u00e1r vlastn\u00edka pr\u00edpadu, \u017ee v\u017edy ignorovan\u00fd).<\/li>\r\n<\/ol>\r\n<\/li>\r\n<li><strong>Dokon\u010den\u00e9<\/strong> \u2013 Response time u\u017e nebe\u017e\u00ed, bol dokon\u010den\u00fd publikovan\u00edm koment\u00e1ra v stanovenom term\u00edne (zobrazen\u00fd text \u201eDokon\u010den\u00e9\u201c v detaile \u00falohy, v \u013eavom paneli \u010diernou farbou).<\/li>\r\n<li><strong>Dokon\u010dene s prekro\u010den\u00edm<\/strong> \u2013 Response time u\u017e nebe\u017e\u00ed, bol dokon\u010den\u00fd publikovan\u00edm koment\u00e1ra, av\u0161ak bol prekro\u010den\u00fd stanoven\u00fd term\u00edn (zobrazen\u00fd text \u201eDokon\u010den\u00e9 s prekro\u010den\u00edm\u201c v detaile \u00falohy, v \u013eavom paneli \u010dervenou farbou).<\/li>\r\n<\/ol>\r\n<\/li>\r\n<li><strong>Repair time:<\/strong>\r\n<ol>\r\n<li><strong>Nepou\u017e\u00edva sa<\/strong> \u2013 pre projekt, do ktor\u00e9ho patr\u00ed dan\u00e1 projektov\u00e1 \u00faloha nie s\u00fa definovan\u00e9 parametre SLA.<\/li>\r\n<li><strong>Nespl\u0148uje podmienku<\/strong> \u2013 pre projekt, do ktor\u00e9ho patr\u00ed dan\u00e1 projektov\u00e1 \u00faloha s\u00fa definovan\u00e9 parametre SLA, av\u0161ak pre aktu\u00e1lne nastavenie priority a atrib\u00fatu, nie je definovan\u00fd \u010das pre Repair time.<\/li>\r\n<li><strong>Be\u017eiace<\/strong> \u2013 v projektovej \u00falohe sledujeme Repair time, ktor\u00e9 pr\u00e1ve prebieha (\u010dak\u00e1 na na\u0161u odpove\u010f), stanoven\u00fd term\u00edn pre Repair time e\u0161te nebol prekro\u010den\u00fd(zobrazen\u00fd term\u00edn v detaile \u00falohy, v \u013eavom paneli zelenou farbou), bude ukon\u010den\u00fd uzavret\u00edm \u00falohy.<\/li>\r\n<li><strong>Be\u017eiace s prekro\u010den\u00edm<\/strong> \u2013 v projektovej \u00falohe sledujeme Repair time, ktor\u00e9 pr\u00e1ve prebieha (a \u010dak\u00e1 na na\u0161u odpove\u010f), stanoven\u00fd term\u00edn pre Repair time bol prekro\u010den\u00fd (zobrazen\u00fd term\u00edn v detaile \u00falohy, v \u013eavom paneli \u010dervenou farbou), bude ukon\u010den\u00fd uzavret\u00edm \u00falohy.<\/li>\r\n<li><strong>\u010cakaj\u00face<\/strong> \u2013 v projektovej \u00falohe sledujeme Repair time, ktor\u00e9 pr\u00e1ve prebieha (a \u010dak\u00e1 na odpove\u010f vlastn\u00edka \u00falohy). Zobrazen\u00fd text \u201e\u010cakaj\u00face\u201c v detaile \u00falohy, v \u013eavom paneli \u010diernou farbou.<\/li>\r\n<li><strong>Dokon\u010den\u00e9<\/strong> \u2013 Repair time u\u017e nebe\u017e\u00ed, bol ukon\u010den\u00fd uzavret\u00edm \u00falohy v stanovenom term\u00edne (zobrazen\u00fd text \u201eDokon\u010den\u00e9\u201c v detaile \u00falohy, v \u013eavom paneli \u010diernou farbou).<\/li>\r\n<li><strong>Dokon\u010dene s prekro\u010den\u00edm<\/strong> \u2013 Response time u\u017e nebe\u017e\u00ed, bol ukon\u010den\u00fd uzavret\u00edm \u00falohy, av\u0161ak bol prekro\u010den\u00fd stanoven\u00fd term\u00edn (zobrazen\u00fd text \u201eDokon\u010den\u00e9 s prekro\u010den\u00edm\u201c v detaile \u00falohy, v \u013eavom paneli \u010dervenou farbou).<\/li>\r\n<\/ol>\r\n<\/li>\r\n<\/ol>\r\n","protected":false},"excerpt":{"rendered":"<p>SLA (service-level agreement) je dohoda o \u00farovni poskytovan\u00fdch slu\u017eieb, ktor\u00fa si medzi sebou dohodn\u00fa 2 strany, v\u00e4\u010d\u0161inou ide o poskytovate\u013ea a z\u00e1kazn\u00edka nejakej slu\u017eby. Aplik\u00e1cia ALITEO umo\u017e\u0148uje aj toto nastavenie v pracovnom priestore. Ide o \u0161tandard ktor\u00fd sa pou\u017e\u00edva v pr\u00edpade help-desk alebo service-desk slu\u017eieb. \u00a0V aplik\u00e1cii ALITEO je z\u00e1kazn\u00edkom extern\u00fd u\u017e\u00edvate\u013e a poskytovate\u013eom intern\u00fd [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[838],"tags":[],"class_list":["post-307","post","type-post","status-publish","format-standard","hentry","category-pracovny-priestor"],"acf":[],"_links":{"self":[{"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/posts\/307","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/comments?post=307"}],"version-history":[{"count":13,"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/posts\/307\/revisions"}],"predecessor-version":[{"id":4463,"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/posts\/307\/revisions\/4463"}],"wp:attachment":[{"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/media?parent=307"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/categories?post=307"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/help.aliteo.com\/sk\/wp-json\/wp\/v2\/tags?post=307"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}