SLAs have been adjusted to pause when a ticket is Resolved and restart if the ticket is reopened. This will allow the same SLA to continue rather than creating a duplicate. The SLA will also be on hold while the ticket is Resolved in the same way as the different On Hold states. This will stop tickets from automatically breaching if a customer reopens a ticket days after it was originally Resolved.
The P1 SLA has been adjusted to run a 24/7 schedule rather than the business hours of the other SLAs. This is to align it to the business SLA policy.