Response Time refers to the time taken by an Analyst to respond to the Incident or Service Request (SR). An Analyst should be assigned to an Incident or SR. The Response Time should be within the Response SLA where the Response SLA is defined based on various factors, such as Priority and SLA Window (considering Holidays). If the Response Time is not within the Response SLA, the SLA is violated.
Figure: INCIDENT DETAIL page: Response Time
Resolution Time refers to the time taken by an Analyst to resolve an Incident or provide Service for the Service Request (SR). The Resolution Time should be within the Resolution SLA where the Resolution SLA is defined based on various factors, such as Priority and SLA Window (considering Holidays). If the Resolution Time is not within the Resolution SLA, the SLA is violated.
Figure: INCIDENT DETAIL page: Response Time