First Response SLA - Agents need to response to a new Low priority ticket within 240 minutes (4 hours)
Resolution SLA - A Urgent priority ticket's status must be set to Resolve within 60 minutes (1 hours)
Default settings will only exist on activation of the CRM module, however you may edit them at anytime.
Click on the arrow icon next to the Priority you which to update
Click on the Edit button
Edit the number of minutes for either or both of the SLAs and click on Save
Return to the Ticket SLA list if you which to view or edit another SLA