For the survey question What is the expected level of current SLA? (12 points) when SLA should be chosen as the answer.
Details
You should only choose SLA only if you actually have an agreement in place with the application end-users on the type of service that they should expect for this application, whether this is implicit or explicit. If there isn't an Service Level Agreement defined, then you should choose 'No Specifically Defined SLA'
Note - You can make custom surveys and questions as needed within Highlight to be able to measure what you are trying to accomplish.
Additional Resources
CAST Highlight Troubleshooting Guides
CAST Highlight Product Documentation
Zendesk Ticket Number
24099
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