How SLA works in Rezolve Ticketing
![](https://cdn.prod.website-files.com/63e25be3f4b49456411df88b/63e55183f4392e7cd5fb5414_Blogs_Page.webp)
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”
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