> ## Documentation Index
> Fetch the complete documentation index at: https://docs.joinsayless.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLAs

> Set first-response, next-response, and resolution targets for conversations and tickets.

Service level agreements are the time targets for customer work. Open [Settings → SLAs](https://joinsayless.com/\{workspace}/settings/slas).

Rules are separate for conversations and tickets.

| Target | Metrics |
| - | - |
| Conversations | First response, next response, resolution |
| Tickets | Resolution |

Rules run from top to bottom. Only the first matching rule is applied. Add a rule, set who it matches, and set the target time. Reorder rules when a more specific case should win.

[Support hours](/admin/support-hours) decide whether that time counts only inside working hours or around the clock.

A [trigger](/admin/triggers) can apply an SLA policy, and it can start when an SLA is approaching a breach or has breached.

If the plan does not include editing SLAs, existing rules stay visible and new changes are unavailable until you upgrade.


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