Time to first response - when the customers are contacted by an agent with an acknowledgement of the ticket. It is important to assure that their tickets are being looked at. It is usually short - less than few hours.
Time to resolution - actual time it takes to resolve the ticket and provide solution. It can be few hours to few days depending upon the impact and urgency and few other parameters.
I guess you are using JSD and these SLAs are already pre-configured which can be modified as well.
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