https://www.servicenow.com/community/community-central-forum/is-there-a-resolution-sla-for-servicenow-hi-now-support-cases/m-p/3617172#M8176 <DIV><UL><LI>Is there an official <STRONG>resolution SLA</STRONG> for HI/Support cases?</LI><LI>If yes, where is the resolution timeline documented?</LI><LI>Or does ServiceNow only commit to a<STRONG> response target,</STRONG> with no fixed resolution timeline?</LI></UL></DIV> Tue, 03 Nov 2026 15:00:52 GMT Suggy 2026-11-03T15:00:52Z https://www.servicenow.com/community/community-central-forum/is-there-a-resolution-sla-for-servicenow-hi-now-support-cases/m-p/3617172#M8176 <DIV><UL><LI>Is there an official <STRONG>resolution SLA</STRONG> for HI/Support cases?</LI><LI>If yes, where is the resolution timeline documented?</LI><LI>Or does ServiceNow only commit to a<STRONG> response target,</STRONG> with no fixed resolution timeline?</LI></UL></DIV> Tue, 03 Nov 2026 15:00:52 GMT https://www.servicenow.com/community/community-central-forum/is-there-a-resolution-sla-for-servicenow-hi-now-support-cases/m-p/3617172#M8176 Suggy 2026-11-03T15:00:52Z https://www.servicenow.com/community/community-central-forum/is-there-a-resolution-sla-for-servicenow-hi-now-support-cases/m-p/3617259#M8178 <P>Hi&nbsp;<a href="https://www.servicenow.com/community/user/viewprofilepage/user-id/239192">@Suggy</a>&nbsp;,</P> <P>&nbsp;</P> <P>Here is the Response Time Targets</P> <P>Article Link:&nbsp;&nbsp;<A href="https://support.servicenow.com/kb?id=kb_article_view&amp;sysparm_article=KB0547260" target="_blank">https://support.servicenow.com/kb?id=kb_article_view&amp;sysparm_article=KB0547260</A></P> <P>&nbsp;</P> <P>Impact Guided, Managed, Advanced are different subscription packs to get faster response&nbsp; and resolution</P> <P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="HemanthM_0-1793725315488.png" style="width: 999px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/534320i345B80ACAE986166/image-size/large?v=v2&amp;px=999" srcset="/community/image/serverpage/image-id/534320i345B80ACAE986166/image-size/large?v=v2&amp;px=999 1.0x" role="button" title="HemanthM_0-1793725315488.png" alt="HemanthM_0-1793725315488.png" /></span></P> <P>&nbsp;</P> <P>Hope it helps!</P> Tue, 03 Nov 2026 17:04:21 GMT https://www.servicenow.com/community/community-central-forum/is-there-a-resolution-sla-for-servicenow-hi-now-support-cases/m-p/3617259#M8178 Hemanth M 2026-11-03T17:04:21Z