Hi Jerome:<div><br><div><br></div><div><span class="Apple-style-span" style="font-family: arial, sans-serif; color: rgb(0, 128, 0); "><a href="http://en.wikipedia.org/wiki/">en.wikipedia.org/wiki/</a><b>Service_level_agreement</b></span></div>

<div><font class="Apple-style-span" color="#008000" face="arial, sans-serif"><b><br></b></font></div><div><font class="Apple-style-span" color="#008000" face="arial, sans-serif"><b><br></b></font></div><div><font class="Apple-style-span" color="#008000" face="arial, sans-serif"><b>Probrably there&#39;s a frech version:</b></font></div>

<div><font class="Apple-style-span" color="#008000" face="arial, sans-serif"><b><br></b></font></div><div><b><font class="Apple-style-span" color="#008000" face="arial, sans-serif"><a href="http://fr.wikipedia.org/wiki/Service_level_agreement">http://fr.wikipedia.org/wiki/Service_level_agreement</a></font></b></div>

<div><b><font class="Apple-style-span" color="#008000" face="arial, sans-serif"><br></font></b></div><div><font class="Apple-style-span" color="#008000" face="arial, sans-serif"><b>MV<br></b></font><br><div class="gmail_quote">

On Thu, Jan 21, 2010 at 3:21 PM,  <span dir="ltr">&lt;<a href="mailto:jaubert@26.cerfrance.fr">jaubert@26.cerfrance.fr</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">

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<br>
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<br>
Hi,<br>
<br>
I try to understand time management and SLA in OTRS, but my english is poor<br>
! So anyone could explain what does SLA mean, please ?<br>
<br>
best regards<br>
<br>
Jerome<br>
<br>
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