Inquiry regard Support team respond SLA

[Mr Han L]

Hi team, 

Could i know is it a need / mandatory respond SLA for support team or any second level team? 
Means, when the 1st Level team / SD been assigned the ticket and SLA start, when the agent process to escalate the ticket, will the support team should be consider apply respond SLA ? 

Thanks

[Dr Atul - LNG]

Hi @Mr Han L 

I'm not entirely sure if I understood it fully, but from what I gather, you can create the SLA with the target set to "Response" and add a condition where the assigned group is not equal to "SD." Does that align with what you're asking?