> For the complete documentation index, see [llms.txt](https://docs.keeping.com/help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.keeping.com/help/service-level-agreements/creating-an-sla.md).

# Creating an SLA

How to create an SLA in Keeping.

In Keeping's settings, click on Automations in the main navigation in the left sidebar.

## Creating a New SLA

### Click "Add SLA" to create a new SLA

<figure><img src="https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2Fp482NO7p1g4meqxNX9o9%2FSLA%20-%20Step%201.png?alt=media&amp;token=429a0a9e-01ca-4012-a77d-8c16eba97cec" alt="Add a New SLA"><figcaption><p>Add a New SLA</p></figcaption></figure>

### Name the SLA and choose which mailbox it runs on

{% hint style="info" %}
An SLA can only run on a single mailbox.  If you need the same SLA to run on multiple mailboxes, create an SLA for each mailbox.
{% endhint %}

![Name your SLA and choose your mailbox](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2Ff1C4qsJFnSfavkKLGf88%2FSLA%20-%20Step%202.png?alt=media\&token=e8cdb55b-851c-4e72-92eb-5dab376a6c0a)

### Set the conditions that trigger the SLA

An SLA must have a single time-based condition, either **First response time** or **Resolution time**. You may also optionally add one or more additional conditions that must match before an SLA Violation is triggered. &#x20;

{% content-ref url="/pages/UKOLfMrPpyBniT6ZAeII" %}
[SLA conditions](/help/service-level-agreements/sla-conditions.md)
{% endcontent-ref %}

![Set the rules under which the SLA is triggered](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FQAQgPZwvTHn2C7D1TOZp%2FSLA%20-%20Step%203.png?alt=media\&token=2abdc8b2-9981-471e-8919-4708f7e850ce)

### Configure the actions that get triggered on an SLA Violation

When the conditions you set are triggered, a special **SLA Violation** tag is applied to the conversation.  In addition, you may choose additional actions to run when the SLA violation is triggered.

{% hint style="info" %}
The **SLA Violation** tag is a special tag that cannot be removed or edited as part of Keeping's tag feature.
{% endhint %}

{% content-ref url="/pages/uKuT4GkPaJOEKTKGurK1" %}
[SLA actions](/help/service-level-agreements/sla-actions.md)
{% endcontent-ref %}

![Choose what actions run when your SLA is triggered.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2F8PDNuW43MQU8NuN20RHh%2FSLA%20-%20Step%204.png?alt=media\&token=128a47fe-a3ea-4eee-8ebd-eeefb97cee94)

### Review and activate

Review your SLA and click **Activate** to set it in motion. &#x20;

{% hint style="info" %}
Note that SLAs are only applied to **new** conversations that originate **after** the SLA is created or updated. &#x20;
{% endhint %}

![Activate your new SLA](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FUkkxqtofxlO4sUnjDAkj%2FSLA%20-%20Overview.png?alt=media\&token=464866d7-7030-42fc-904e-915b70ff1fdd)