What are SLAs?
Understand how to use a Service Level Agreement (SLA) to improve your team's performance.
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 elect to be notified or assigned when an SLA violation occurs.
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.