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What an SLA Actually Measures
A response target is the time until a qualified person acknowledges the incident. A resolution target is the time until the agreed workaround or fix is in place. They are different clocks. The clock should use the contracted window, skip the configured weekend, and skip holidays stored for that year. Waiting for a customer file or a third-party vendor can pause the clock only when the contract says so. An SLA report is useful when it shows breaches while there is still time to escalate.