# SLA conditions ![](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FQAQgPZwvTHn2C7D1TOZp%2FSLA%20-%20Step%203.png?alt=media\&token=2abdc8b2-9981-471e-8919-4708f7e850ce) Every SLA must include a single time-based condition. You may also include one (or more) other conditions to further refine your SLA. ## What are SLA conditions? ### First Response Time and Resolution Time Every SLA contains a single time-based condition that starts running when a new ticket arrives into your support mailbox. * **First Response Time** measures how long it takes for an agent to *first* reply to your support customer. Auto replies are NOT included in this calculation, and replies after the first reply have no effect. * **Resolution Time** measures how long a support ticket stays in an "open" state. When a ticket is moved to a "closed" or "pending" state, the resolution time "clock" is paused. The "clock" reactivates as soon as the ticket moves back into the "open" state. Resolution time is cumulative, meaning as a ticket moves from "open" to "closed" and back to "open" (and so on), the resolution time increases whenever the ticket is in an "open" state. ### Business Time vs Calendar Time Every time-based condition can be calculated on business time or calendar time. When you choose a condition based on business time, the "clock" is only running during your business hours. For example, if your business hours are 9:00am to 5:00pm (17:00), and a new ticket arrives at 4:00pm (16:00), and your agent replies at 10:00am the next day, your agent's **business time response is 2 hours**. Conversely, this would have a **calendar time response of 18 hours**. ### Additional Conditions In addition to at least a single time-based condition, you may add one or more other conditions that must match before the Violation is triggered. For further detail on how these conditions work, see the reference inside Workflows. {% content-ref url="../workflows/workflow-conditions" %} [workflow-conditions](https://docs.keeping.com/help/workflows/workflow-conditions) {% endcontent-ref %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.keeping.com/help/service-level-agreements/sla-conditions.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.