By default, all tickets are mapped to the default SLA Priority, Response Time as defined below. The default values can be amended based on your work schedules, operating hours, client agreements.
Priority | Response Time | Resolution Time |
---|---|---|
Low | 4 hours | 1 day |
Medium | 4 hours | 8 hours |
High | 2 hours | 4 hours |
Urgent | 1 hour | 3 hours |