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OLA - SLA and Resolution SLA and Response SLA

Priti_57
Giga Contributor

‎12-31-2024 02:56 AM

Hi Everyone I am new to ServiceNow , 
Can you please explain me the OLA,SLA ,Resolution SLA and Response SLA.
Thank you in advance.

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pranita-24
Tera Guru

‎12-31-2024 07:04 AM

Hi @Priti_57 

To know in detailed about SLA and OLA please refer the below community link

https://www.servicenow.com/community/itsm-forum/difference-between-sla-and-ola/td-p/823570#:~:text=W....

Respond SLA –
Response SLA is calculated from the time the incident is created and assigned to a group till it is assigned to someone from the group. It is the time taken to acknowledge the ticket.
Resolution SLA –
Resolution SLA is calculated from the time the incident is created till the time the incident is resolved.

Thank you