I'm really try to understand all of the time-based reporting, what starts and stops the clock, and how we implement SLAs against them.

In mail-based SLAs, one is given the opportunity to define both a target Resolution Time SLA and a Response Time SLA.

However, in the Service Catalog>Service Level Agreements, one is only given the options to define an "Agreed Upon Time." Aren't we missing the response time definition, or am I missing something here?

Thanks,

Adam