Hi @AnneIvyG
first of all, SLA are of two types - response and resolution.
Response is completed when it's assigned to somebody ("somebody noticed it") and Resolution is when the ticket is closed.
Each SLA definition:
Has its own conditions when to Start, Pause, Restart, Cancel, Close.... and it is unlimited variety in how to implement this. You can have different set of conditions and rules for incidents for Assignment Group A and for RITM for Assignment Group X... each client has different needs.
Important thing to realise is that SLA is applied on a table - Incident, RITM, Problem, Demand, etc...
For Incident it can be different per Priority, Priority 1 needs more attention than Priority 4 or 5 but it can be also per Category or anything you can imagine... there's no universal rule. But this shall be outcome of some contracts so you should be told the conditions before applying.
This is an example of SLA for Incidents with Priority 1:
Start:
Pause:
Stop:
Reset:
You can have many SLA definitions in parallel if needed.
