Quick Answer
The answer is that the SLA is breached at 1:00 PM Eastern on Monday. This result hinges on how SLA duration calculation with schedule and timezone works in ServiceNow: the SLA clock only ticks during the defined schedule’s active hours, which are weekdays from 9 AM to 5 PM Eastern. Since the task is created at 10:00 PM Sunday, the schedule is inactive, so the 4-hour duration does not start counting until Monday at 9:00 AM, running continuously until 1:00 PM—meaning by 2:00 PM the SLA has already exceeded its window. On the CSA exam, this scenario tests your understanding that SLA start conditions trigger immediately, but the schedule and timezone govern when the duration actually counts; a common trap is forgetting that the first eligible schedule window resets the clock. Remember the memory tip: “Sunday night start, Monday morning heart—count only when the schedule is smart.”
This SNOW-CSA practice question tests your understanding of reporting, sla and imports. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. 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.
A company uses SLA definitions with a time zone of 'US/Eastern'. A task is created at 10:00 PM Eastern on a Sunday. The SLA definition has a start condition that triggers on creation, a 4-hour duration, and a schedule that includes only weekdays 9 AM to 5 PM. What is the expected SLA state at 2:00 PM Eastern on Monday?
In Progress (still running)
Why wrong: The SLA breached at 1 PM, so it is not still running.
In Progress (not breached)
Why wrong: The SLA has already breached because 5 business hours have elapsed.
Breached (at 1 PM)
The SLA started at 9 AM Monday, and with a 4-hour duration, it breached at 1 PM.
Breached (at 2 PM)
Why wrong: The breach occurred at 1 PM, not 2 PM.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Breached (at 1 PM)
The SLA starts at 10:00 PM Eastern on Sunday, but the schedule only counts weekdays 9 AM–5 PM. The first eligible time is Monday 9 AM, so the 4-hour duration runs from 9 AM to 1 PM Eastern on Monday. At 2:00 PM Eastern on Monday, the SLA has already exceeded its 4-hour window, meaning it breached at 1 PM. Option C correctly identifies the breach time.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
In Progress (still running)
Why it's wrong here
The SLA breached at 1 PM, so it is not still running.
In Progress (not breached)
Why it's wrong here
The SLA has already breached because 5 business hours have elapsed.
Breached (at 1 PM)
Why this is correct
The SLA started at 9 AM Monday, and with a 4-hour duration, it breached at 1 PM.
Related concept
Read the scenario before looking for a memorised answer.
Breached (at 2 PM)
Why it's wrong here
The breach occurred at 1 PM, not 2 PM.
Common exam traps
The trap here is that candidates mistakenly calculate the 4-hour duration from the creation time (10 PM Sunday) instead of from the first schedule start (9 AM Monday), leading them to think the SLA is still in progress or breaches later.
Detailed technical explanation
ServiceNow SLA calculations use the schedule's defined working hours to pause and resume the clock. When a start condition triggers outside of the schedule, the SLA timer does not begin until the next schedule start time. The 4-hour duration is measured in working time, not calendar time, so the breach occurs exactly 4 working hours after the schedule opens (9 AM + 4 hours = 1 PM). This behavior is governed by the SLA definition's schedule and duration fields, and the system tracks elapsed working time via the 'sla_duration' field.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
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. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Reporting, SLA and Imports — study guide chapter
Learn the concepts, then practise the questions
Reporting, SLA and Imports practice questions
Targeted practice on this topic area only
All SNOW-CSA questions
510 questions across all exam domains
ServiceNow Certified System Administrator CSA study guide
Full concept coverage aligned to exam objectives
SNOW-CSA practice test guide
How to use practice tests most effectively before exam day
Related practice questions
Use these pages to review the topic behind this question. This is how one missed question becomes focused revision.
Practise SNOW-CSA questions linked to Reporting, SLA and Imports.
Practise SNOW-CSA questions linked to Self-Service and Automation.
Practise SNOW-CSA questions linked to UI, Navigation and Forms.
Practise SNOW-CSA questions linked to Database Administration and CMDB.
Practise SNOW-CSA questions linked to Service Catalog and Workflows.
Practise SNOW-CSA questions linked to Application Rules, ACL and Notifications.
Practise SNOW-CSA questions linked to SNOW-CSA fundamentals.
Practise SNOW-CSA questions linked to SNOW-CSA scenario.
Practise SNOW-CSA questions linked to SNOW-CSA troubleshooting.
Practice this exam
Short sessions build daily habit. Longer sessions build exam-day stamina. Try a timed session to simulate real conditions.
FAQ
Reporting, SLA and Imports — This question tests Reporting, SLA and Imports — Read the scenario before looking for a memorised answer..
The correct answer is: Breached (at 1 PM) — The SLA starts at 10:00 PM Eastern on Sunday, but the schedule only counts weekdays 9 AM–5 PM. The first eligible time is Monday 9 AM, so the 4-hour duration runs from 9 AM to 1 PM Eastern on Monday. At 2:00 PM Eastern on Monday, the SLA has already exceeded its 4-hour window, meaning it breached at 1 PM. Option C correctly identifies the breach time.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
Same concept, more angles
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. A large enterprise uses ServiceNow for IT Service Management. They have recently configured SLA definitions for incident management with a 4-hour resolution time during business hours (Monday-Friday, 8 AM to 6 PM, excluding holidays). The SLA is triggered when an incident is created with priority=2 and assigned to the 'Hardware Support' group. After one week, the IT manager notices that some priority=2 incidents assigned to 'Hardware Support' are not showing any SLA timer. Upon investigation, you find that the incidents were created on weekends and the SLA condition includes 'Assigned to group is Hardware Support'. The SLA definition has 'Start condition' set to 'State changes to In Progress' and 'Pause condition' set to 'State changes to On Hold'. The incidents were created with state 'New' and then assigned to the group, but they remain in 'New' state. How should you fix the issue so that the SLA starts correctly?
mediumWhy B: Option B is correct because the SLA start condition is currently set to 'State changes to In Progress', but the incidents remain in 'New' state after being assigned to the group. Since the SLA is not starting, you need to change the start condition to trigger on incident creation or when assigned to the group, ensuring the SLA timer begins even if the state does not change to In Progress.
Last reviewed: Jun 11, 2026
This SNOW-CSA practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the SNOW-CSA exam.
Question Discussion
Share a tip, memory trick, or ask about the reasoning behind this question. Do not post real exam questions, leaked content, braindumps, or copyrighted exam material. Comments are moderated and may be removed without notice.
Sign in to join the discussion.