> 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/what-are-slas.md).

# 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 Violation in Gmail](/files/ot4ccXJrkeaPd7OszyJg)

<figure><img src="/files/nfFMc5ZA6CdOWUH8chmY" 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.