Service Level Agreements, or SLAs, are agreed upon measures of the average response and resolution times that your support team delivers to your customers. Providing support based on service-levels ensures that you're delivering measured and predictable service. 

This topic contains resources for SLAs including documentation, recipes, and community tips.

Documentation

• About SLA policies and how they work
• Defining SLA policies
• Defining group SLA policies for internal teams
• Using SLA policies
• Customizing your SLAs with advanced settings
• Viewing and understanding SLA targets
• Ordering SLA policies
• SLA reporting dashboard overview
• Defining OLA policies using internal SLAs and child ticket side conversations

Best practices and recipes

• Fine Tuning: Succeeding with SLAs
• Manage outages with SLA policies
• Setting up an SLA based on a Salesforce organization or user
• Reviewing SLA performance in Explore
• Defining an SLA policy based on the creation date of a ticket

Community tips and recipes

• Running triggers, automations, and reporting based on ticket SLAs 
• Using enhanced SLAs 
• Troubleshooting common issues with SLAs
• Using SLAs with different time zones, contracts, and business hours 
• Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied