The resolution of tickets within SLA refers to resolving customer issues or requests within the agreed-upon timeframe set by the service level agreement (SLA). This metric gauges how effectively and promptly a support team addresses and closes tickets, ensuring they meet or exceed the expectations set in the SLA. Achieving a high percentage of tickets resolved within the SLA indicates strong performance and contributes to customer satisfaction. Conversely, consistently missing SLA targets may highlight areas for improvement in the support process.