SLA - Goals
|First Reply Time||1 hr||2 hr||12 hr||24 hr|
|Time to Resolve||4 hr||12 hr||60 hr||120 hr|
|Next Reply Time||1 hr||6 hr||24 hr||48 hr|
*Critical time is based on calendar hours whereas High, Medium and Low are based on an eight hour business day.
First reply time
The time between the first requestor comment and the first public comment from an agent, displayed in minutes. First reply time will not be measured on tickets created by an agent.
Time to Resolve
The combined total time spent in the New, Open, and On-hold statuses. The SLA will pause on Pending.
Next reply time
The time between the oldest, unanswered requestor comment and the next public comment from an agent, displayed in minutes.