This SNOW-CSA practice question tests your understanding of reporting, sla and imports. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. A key principle to apply: sLA Breach Time. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Exhibit
Refer to the exhibit.
[SLA definition configuration]
Table: Incident
Name: High Priority Response
Start condition: Priority = 1 AND State = New
Stop condition: State = In Progress OR State = Closed
Breach condition: Breach = (Create time + 1 hour)
Schedule: 8x5 (Monday-Friday 8:00-18:00)
Pause condition: (empty)
Reassessment: (empty)
A high-priority incident is created on Monday at 16:30 (within schedule). The incident is assigned to an agent at 17:00. The state changes to 'In Progress' at 17:30. What is the SLA breach time?
Exhibit
Refer to the exhibit.
[SLA definition configuration]
Table: Incident
Name: High Priority Response
Start condition: Priority = 1 AND State = New
Stop condition: State = In Progress OR State = Closed
Breach condition: Breach = (Create time + 1 hour)
Schedule: 8x5 (Monday-Friday 8:00-18:00)
Pause condition: (empty)
Reassessment: (empty)
A
17:00
Why wrong: 17:00 is the assignment time. The breach time is not based on assignment unless assignment triggers a different SLA start, which is not indicated. Without resolution duration, this cannot be the breach time.
B
16:30
Why wrong: 16:30 is the creation/start time. The breach time is start time + resolution duration, which is always after the start time, so this is incorrect.
C
17:30
17:30 is the time the state changed to 'In Progress'. The breach time would be 17:30 only if the resolution duration is exactly 1 hour from the start, but this is not stated. Without confirmation of the resolution duration, this cannot be assumed correct.
D
18:00
Why wrong: 18:00 is an arbitrary time. No basis for this value is provided in the question. It cannot be determined.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
17:30
The SLA breach time is calculated as the start time plus the resolution duration, minus any paused time. The start time is 16:30 (creation within schedule). No pauses are specified. However, the resolution duration is not provided in the question. Without this duration, a specific breach time cannot be determined from the given information. Therefore, none of the options (17:00, 16:30, 17:30, 18:00) can be confirmed as the correct breach time.
Key principle: SLA Breach Time
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
17:00
Why it's wrong here
17:00 is the assignment time. The breach time is not based on assignment unless assignment triggers a different SLA start, which is not indicated. Without resolution duration, this cannot be the breach time.
✗
16:30
Why it's wrong here
16:30 is the creation/start time. The breach time is start time + resolution duration, which is always after the start time, so this is incorrect.
✓
17:30
Why this is correct
17:30 is the time the state changed to 'In Progress'. The breach time would be 17:30 only if the resolution duration is exactly 1 hour from the start, but this is not stated. Without confirmation of the resolution duration, this cannot be assumed correct.
Related concept
SLA Breach Time
✗
18:00
Why it's wrong here
18:00 is an arbitrary time. No basis for this value is provided in the question. It cannot be determined.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Candidates often mistakenly believe that the SLA breach time is one of the event times (creation, assignment, or state change) rather than recognizing that it is a calculated value based on the start time and resolution duration. Without knowing the resolution duration, no specific time can be selected.
Detailed technical explanation
How to think about this question
In ServiceNow, SLAs are defined with a 'Start time' (e.g., creation date) and a 'Stop time' (e.g., resolution). The 'In Progress' state typically pauses the SLA timer if the SLA definition includes a 'Pause condition' for that state. The breach time is calculated as the start time plus the resolution duration, minus any paused time; if the incident moves to 'In Progress' after 1 hour and the resolution duration is 1 hour, the breach time equals the 'In Progress' timestamp. This behavior is governed by the SLA definition's 'Timing' and 'Pause conditions' fields, which can be configured per SLA.
KKey Concepts to Remember
SLA Breach Time
SLA Start Time
Resolution Duration
Pause Conditions
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
SLA Breach Time
Real-world example
How this comes up in practice
A practitioner preparing for the SNOW-CSA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. SLA Breach Time Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Review sLA Breach Time, then practise related SNOW-CSA questions on the same topic to reinforce the concept.
Reporting, SLA and Imports — This question tests Reporting, SLA and Imports — SLA Breach Time.
What is the correct answer to this question?
The correct answer is: 17:30 — The SLA breach time is calculated as the start time plus the resolution duration, minus any paused time. The start time is 16:30 (creation within schedule). No pauses are specified. However, the resolution duration is not provided in the question. Without this duration, a specific breach time cannot be determined from the given information. Therefore, none of the options (17:00, 16:30, 17:30, 18:00) can be confirmed as the correct breach time.
What should I do if I get this SNOW-CSA question wrong?
Review sLA Breach Time, then practise related SNOW-CSA questions on the same topic to reinforce the concept.
What is the key concept behind this question?
SLA Breach Time
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