What's Considered a "Response" for SLA's
I had a quick question regarding SLA in SDP Cloud. There are two options for SLAs, one for responses and another for resolutions. What is considered a "response"? Would it just be when a technician responds to a user through the ticket or would it also include a ticket being assigned to a techician or group? Also, is there anything else that would be classified as a "response" for SLAs other than just replying to the requester through the ticket? Thanks for the clarification.