Set response-time policies

An SLA is a time commitment, not a substitute for judgement. Set targets your team can meet on a normal day, then make exceptions visible instead of hiding them in a report.

Check the policy list

Open SLA Management → Policies to see first-response, next-response, and resolution targets. Enabled policies with a higher priority are evaluated before lower-priority policies, so keep names and priorities clear enough to explain which policy should apply.

Review breaches separately

Open Breaches when a target has been missed. Check the conversation, assigned operator, policy, and breach type before changing a timer. A breach caused by an unstaffed shift needs a staffing fix, not a longer target.

Create a policy

Select Create Policy to open the policy form. Enter the first-response, next-response, and resolution targets in minutes, choose a priority, and add any conversation conditions the policy should match. Business hours only pauses the SLA clock outside the organization's configured window. Without a configured window, the current fallback counts weekdays as business time and pauses on weekends, so use this option only when that behavior matches the team's support coverage.

Start with one default policy and one urgent policy. After a week, compare breaches with actual queue coverage before adding more exceptions.