# SLA Policies

SLA policies define response and resolution commitments for conversations. Use them when your team needs clear service targets for customers, plans, priorities, or support tiers.

An SLA policy should be realistic. A target your team cannot meet creates noise and hides the conversations that truly need attention.

## Create An SLA Policy

Go to **Settings -> SLA**.

1. Name the policy.
2. Set first response and resolution targets.
3. Choose whether business hours should count.
4. Define the conditions that apply the policy.
5. Save and test with a conversation that matches the conditions.

Start with one or two policies. Add more only when you need different commitments for different customer groups.

## Policy Conditions

Use conditions that your team can maintain, such as:

* Inbox
* Priority
* Label
* Customer tier
* Team ownership

If a policy depends on labels or custom attributes, make sure those values are applied reliably.

## Monitoring SLA Health

Review:

* Conversations approaching breach.
* Conversations already breached.
* SLA hit rate.
* Misses by inbox, team, agent, or customer segment.

Use breaches as process feedback. They may point to staffing gaps, routing problems, unclear priorities, or unrealistic targets.

## Best Practices

* Start with achievable targets.
* Use business hours when support is not 24/7.
* Keep policy names understandable.
* Review missed SLAs every week.
* Do not create policies no one owns.

An SLA system works only when the team trusts it enough to act on it.


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