I'm confused as to how SLAs are calculated in the Incident module. I have entered our SLAs for each type of IT service we provide, however instead of being able to enter a time frame for the service to be applied (a required response and resolution time), I see Calendar and Year to Date Cost columns? Can someone please explain how this pertains to IT Service Level Agreements? How do I enter time frames so that we can determine whether we are meeting our required response and resolution times for IT incidents? Thank you.