# What are SLAs?
Service Level Agreements (SLAs) are rules you create around response time (or resolution time) to ensure you are responding to your customers in a timely manner. When an SLA rule is triggered, the ticket will be tagged with a special **SLA Violation** tag. You can also add other optional rules, like electing to be notified or assigned when an SLA violation occurs.
{% hint style="success" %}
SLAs are available as part of the **Advanced** and **Enterprise** pricing plans.
{% endhint %}
SLA Overview
Once an SLA has been triggered for a ticket, it can't be removed. Similarly, a ticket can only be triggered once. If a ticket triggers multiple SLA rules, only the first is recorded.
---
# Agent Instructions: Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://docs.keeping.com/help/service-level-agreements/what-are-slas.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.