Hi Armin,

The goal is to have an SLA that is missing or not possible on the current status.

On the current solution, the "Time to own" will allow me to understand, how long it take for the IT guy, to assign the ticket to himself (or someone assign to the tech person)

The "Time to Contact" will be a new indicator that allow me to understand, how long the IT guy, take from "Time to own" to the first interaction with the end-user. 

Imagine that i have an internal SLA that i need that the first contact to the end-user must be done in less then 2 hours. Neither the Time to Own or the Time to Resolve, solves this.

So, in ta simple view, i have 3 SLA, but can apply only 2 on the current GLPI:

Time to Own - how long my team takes to assign a ticket to themselves

Time to Contact - how long my team takes to make the first contact with the end-user

Time to Resolve - how long my team takes to solve the ticket

I hope this is clear why i'm putting this suggestion.

More explanation about the idea:

The idea of "Time to Contact" is to understand the time that a tech guy is taking to make the first contact with the end user.

This field is very useful to create new kind of SLAs related on the time that a team takes to answer new requests.