VIP Customers:
├─ First response: Up to 5 minutes
└─ Resolution: Up to 2 hours

Regular Customers:
├─ First response: Up to 30 minutes
└─ Resolution: Up to 24 hours

├─ Contact has label: #vip OR
├─ Contact.plan: Enterprise OR
└─ Conversation.priority: Urgent

⏰ First Response Time (FRT):
   └─ 5 minutes

⏰ Next Response Time (NRT):
   └─ 15 minutes

⏰ Resolution Time (RT):
   └─ 2 hours

🕐 Monday - Friday: 9am - 6pm
📅 Weekends: Closed
🎉 Holidays: Respects calendar

10:00 - Customer sends message
10:04 - Agent responds → FRT: 4 minutes ✅

SLA: 5 minutes
Status: COMPLIANT

10:00 - Customer asks question
10:05 - Agent responds (FRT: 5min ✅)

10:10 - Customer asks more
10:20 - Agent responds (NRT: 10min ✅)

10:25 - Customer asks more
10:50 - Agent responds (NRT: 25min ⚠️ VIOLATION)

SLA NRT: 15 minutes

10:00 - Conversation created
11:45 - Problem solved, conversation resolved
RT: 1h 45min ✅

SLA: 2 hours
Status: COMPLIANT

🟢 Green: Still far (>50% time left)
🟡 Yellow: Warning (20-50% time left)
🔴 Red: Critical (<20% time left)
⚫ Black: VIOLATED (time expired)

Send email to: agent@company.com
Message: "SLA at 50% - prioritize!"

Send email to: manager@company.com  
Slack: #urgent channel
Message: "🚨 SLA CRITICAL - immediate attention!"

Notify: director@company.com
Create task: Review why violated
Log: Audit for analysis

Agent: John Silva (Last 30 days)

FRT Compliance: 92% (23/25 conversations)
├─ Average FRT: 3.5 minutes
└─ Violations: 2

NRT Compliance: 88% (44/50 responses)
├─ Average NRT: 12 minutes
└─ Violations: 6

RT Compliance: 85% (17/20 resolved)
├─ Average RT: 1h 30min
└─ Violations: 3

Support Team (Last 30 days)

Overall Compliance: 90%
├─ FRT: 95%
├─ NRT: 88%
└─ RT: 87%

Total Violations: 45
├─ Peak times: 5pm-6pm
└─ Weekdays: Friday (more violations)