How SLA works in Rezolve Ticketing

Response SLA:

• Unresolved ticket states - Response SLA - Yet to expire (valid only before first response/touch) -> Display “Due in DD:HH:MM” 
• Unresolved ticket states - Response SLA - Expired/overdue (valid only before first response/touch) -> Display “Overdue DD:HH:MM” 
• Any ticket state - Response SLA - SLA Met (valid only after first response/touch) -> Display “Met” 
• Any ticket state - Response SLA - SLA Breached (valid only after first response/touch) -> Display “Not Met” 

Resolution SLA:

• Unresolved ticket states - Resolution SLA - Yet to expire (valid only before ticket moved to ‘Resolved’) -> Display “Due in DD:HH:MM” 
• Unresolved ticket states - Resolution SLA - Expired/overdue (valid only before ticket moved to ‘Resolved’) → Display “Overdue DD:HH:MM” 
• Any ticket state - Resolution SLA - SLA Met (valid only after ticket moved to ‘Resolved’) -> Display “Met” 
• Any ticket state - Resolution SLA - SLA Breached (valid only after ticket moved to ‘Resolved’) -> Display “Not Met”