# 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.

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SLAs are available as part of the **Advanced** and **Enterprise** pricing plans.
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![SLA Violation in Gmail](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2F0nilVM0dSh8sUZs2CpAC%2FSLA%20Violation%20-%20Gmail.png?alt=media\&token=0c6e9b92-373c-4c2f-8a99-ea8591be632a)

<figure><img src="https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FUkkxqtofxlO4sUnjDAkj%2FSLA%20-%20Overview.png?alt=media&#x26;token=464866d7-7030-42fc-904e-915b70ff1fdd" alt="SLA Overview"><figcaption><p>SLA Overview</p></figcaption></figure>

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.