The actual settings for Request and Incident SLA policy are in the Freshservice Admin settings. This solution article is for agent and user reference.



Requests - by priority:

Urgent    1 hour response; 8 hour resolution

High       4 hour response; 3 day resolution

Medium 8 hour response; 5 day resolution

Low        2 day  response; 10 day resolution


Incidents - by priority:
Urgent   15 minute response; 4 hour resolution
High        1 hour response; 8 hour resoluution
Medium  4 hour response; 3 day resolution
Low        8 hour response; 10 day resolution