An SLA policy sets response and resolution time targets, to guarantee a service level.

## Create an SLA policy

1. Go to **Settings → SLA → Add SLA policy**.
2. Name + description.
3. Set the thresholds: **first response time**, **next response time**, **resolution time** (in minutes, hours or days). Leave blank what you don't want to track.
4. Option: **apply only during business hours**.

Then apply the policy via the "Add SLA" automation action or from the conversation.

> **Good to know:** SLA is an advanced feature, available on higher plans. Conversations that breach a threshold are flagged.