Beingunhappy with the service level agreement (SLA)is not a valid reason for registering an incident. An incident is an unplanned interruption to a service or reduction in the quality of a service, whereas dissatisfaction with an SLA would be managed through other processes likeservice level managementor complaints handling.
Users perceiving a situation as abnormal, abreach of SLA, and aspecialist identifying a service issueare valid reasons for registering an incident.
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