[otrs] how to set SLA

Hi Team, I am trying to set up of OTRS in our company. While adding SLA I am not getting the meaning of fields. Like calendar - it showing calendar and calendar name. What is Escalation first response time in %? Please help or send me the document how to set the SLA. Thanks in advance! Regards, Sachin Gaikwad Tools & Automation | Productivity Management Group. KPIT Cummins Infosystems Ltd.|Ext:2094 |Cell: +8149111574 | Mail: sachin.gaikwad@kpitcummins.commailto:Rajnish.K.Singh@kpitcummins.com | www.kpitcummins.comhttp://www.kpitcummins.com/ | [Description: Description: cid:image003.png@01CCA87B.B5A1B7E0]Think before print ...[Description: Description: Description: cid:image059.gif@01CB5970.E4736C90]