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SLA response-time calculations depend on the definitions and conditions established by the applicable agreement. A response target cannot be interpreted accurately without understanding when measurement begins, which hours count, and what qualifies as a response. What information determines an SLA calculation? 1. The relevant support agreement. 2. The incident severity or priority. 3. The event that starts the response timer. 4. The applicable support calendar. 5. The timezone used for measurement. 6. The event that satisfies the response commitment. 7. Any agreed exceptions or exclusions. When does the response timer start? The applicable agreement should define the qualifying event. This may involve the receipt of a valid support request or another specifically defined point in the support process. Do not assume that the timer always starts when an issue first occurs within your business. Are response times measured in calendar hours or business hours? Either approach may be used in a contractual arrangement. The correct method depends on the relevant support terms. For example, a target measured in business hours is not equivalent to the same number of continuous calendar hours. Does an automated confirmation count as a response? Not automatically. A ticket receipt confirmation and a qualifying support response are different concepts. The applicable SLA must define what constitutes a valid response for measurement purposes. What happens if Support requests more information? The treatment of customer-dependent delays must follow the applicable agreement. Do not assume that an SLA timer pauses automatically whenever additional information is requested. Can the incident severity change during investigation? An issue may be reassessed as new information becomes available. Any effect on SLA measurement depends on the applicable classification and contractual rules. How can I check whether an SLA was met? Review the relevant ticket timestamps and the agreed SLA definitions. Where reporting is available, use it together with the applicable support agreement. Recommended practice Interpret SLA performance using the agreed measurement rules, not only the elapsed time shown on a clock.