> 📍 **Where to find it:** Reports → SLA

The SLA report tells you whether you're meeting the deadlines you've set yourself (first response, next response, resolution): success rate, number of misses, and the list of conversations involved.

## How it works

An SLA is a time rule you define (for example "respond within one hour"). Once an SLA policy is created and applied to conversations, Madyis Hub tracks each deadline and calculates the "Success rate", the "Number of failures" and the "Number of conversations" involved. The table lists each conversation with its policy and its agent; a "View details" button shows the missed deadlines.

## Step by step

1. First create an SLA policy in Settings → SLA and apply it to your inboxes or conversations.
2. Open "Reports" then the "SLA" tab.
3. Choose the date range and filter if needed by SLA policy, agent, inbox, label or team.
4. Read the three metrics: Success rate, Number of failures, Number of conversations.
5. Browse the table and click "View details" to understand a miss.
6. Click "Download SLA reports" to export.

## Good to know

- This report stays empty as long as no SLA policy is defined: start with Settings → SLA.
- A "miss" is recorded as soon as a deadline is exceeded, including a late resolution.
- Use the filters to spot which team or which channel most often exceeds the deadlines.