> 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

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="/files/N3TWheiBGntUrBR34a31" 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](/files/4PxjRfJo2wwWQs2fs2Pv)

### 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](/files/MBpCAjYsZB7V9LumVnBc)

### 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.](/files/xOSgB0jLi8ROJlnQzyOg)

### 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](/files/nfFMc5ZA6CdOWUH8chmY)