Hello,

In regards to SLA's and the response time.  Can you tell me how this works. 

Scenario:  We have a SLA set up for a priority 2.  We must respond within 2 hours and resolve within 2 days. 

A job is sent in that's a priority 2, a technician picks it up.  What action is required for the SLA to not be breached within 2 hours.  Does the tech have to reply to the ticket?  Add a note? whats considered "responding"

thank you