what is response sla and resolution sla in snow

[Kishore Babu S]

what is response sla and resolution sla in snow?

[hvrdhn88 · Accepted solution]

Response SLA: when ticket assigned to the group and your manager or team lead assign the ticket to the support person then response sla meet. 

Resolution SLA: it defines how much time it took once it has assigned to support person to solve the ticket.

[shameem1]

1. Response SLA – Response SLA is calculated from the time ticket is created and till it is assigned to someone in group.
2. Resolution SLA – Resolution SLA is calculated from the time ticket is assigned to someone in group till the time ticket is resolve.