What is a incident , service request and SLA timings for respective tickets

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An incident is an unplanned interruption to an IT service, a service request is a formal request for something to be provided, and SLA timings are agreed upon response and resolution times for tickets.

An incident is a disruption to normal service that needs to be resolved quickly to minimize impact on users, such as a server outage or software crash.
A service request is a formal request from a user for something to be provided, such as a new software installation or access to a specific application.
SLA timings for incidents typically include response times (e.g. within 1 hour) and resolution times (e.g. within 4 hours), while service requests may have different SLA timings based on priority levels.
For example, a critical incident may have an SLA of responding within 30 minutes and resolving within 2 hours, while a low-priority service request may have an SLA of responding within 4 hours and resolving within 24 hours.

What is a incident , service request and SLA timings for respective tickets

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