What is Difference between Response SLA & Resolution SLA?

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pansarepooj
Tera Contributor

‎05-14-2025 04:11 AM

What is Difference between Response SLA & Resolution SLA? can you give example in which scenario we go with Response and where to use Resolution SLA and also explain the difference between Retroactive Start and Retroactive Stop with some example.

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niharshende
ServiceNow Employee
ServiceNow Employee

‎05-14-2025 08:02 AM

Difference between Response and Resolution SLA 

 

 

  • Response SLA:
    This SLA tracks the time it takes for a support team to acknowledge or respond to a new incident or request. It essentially measures how quickly the issue is recognized and actioned upon.
    Ex. When a Incident is created and it gets assigned to a Agent(Assigned_to), duration in between this process is SLA response.

 

  • Resolution SLA:
    This SLA tracks the time it takes to fully resolve or fix the issue reported in the incident/ticket. It includes the entire process from initial acknowledgment to the final resolution and closure of the incident/ticket. 
    Ex. When a Incident is created and And Incident is Resolved, duration in between is typically called as SLA Resolution.
     
     
     
     
     

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niharshende
ServiceNow Employee
ServiceNow Employee

‎05-14-2025 08:02 AM

Difference between Response and Resolution SLA 

 

 

  • Response SLA:
    This SLA tracks the time it takes for a support team to acknowledge or respond to a new incident or request. It essentially measures how quickly the issue is recognized and actioned upon.
    Ex. When a Incident is created and it gets assigned to a Agent(Assigned_to), duration in between this process is SLA response.

 

  • Resolution SLA:
    This SLA tracks the time it takes to fully resolve or fix the issue reported in the incident/ticket. It includes the entire process from initial acknowledgment to the final resolution and closure of the incident/ticket. 
    Ex. When a Incident is created and And Incident is Resolved, duration in between is typically called as SLA Resolution.
     
     
     
     
     

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎05-14-2025 08:03 AM

HI @pansarepooj 

 

https://youtu.be/nWoOxES4fXQ?si=T6oJ3Nqzw4iQWnug

 

https://youtu.be/yV-QBDqyWLA?si=B97uY0-UGPZqIiwh

 

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Dr. Atul G. - Learn N Grow Together
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https://youtu.be/nWoOxES4fXQ?si=T6oJ3Nqzw4iQWnug
youtu.be/nWoOxES4fXQ?si=T6oJ3Nqzw4iQWnug
Disclaimer: These videos are from my training batch. These videos did not promote any ServiceNow Sales pitch or marketing. These videos are only for knowledge purposes & basic on my experience & Knowledge. LinkedIn:https://www.linkedin.com/in/atulgroverservicenowconsultant Redistribution or ...
https://youtu.be/yV-QBDqyWLA?si=B97uY0-UGPZqIiwh
youtu.be/yV-QBDqyWLA?si=B97uY0-UGPZqIiwh
ServiceNow #TechnoFuncational Disclaimer: These videos are from my training batch. These videos did not promote any ServiceNow Sales pitch or marketing. These videos are only for knowledge purposes & basic on my experience & Knowledge. Redistribution or copying of functionality is not allowed! ...
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