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

# SLA (Service Level Agreement)

> Define and monitor service level agreements

# ⏱️ SLA (Service Level Agreement)

Define, monitor and comply with service level commitments to your customers.

***

## 📋 What is SLA?

**SLA** (Service Level Agreement) is the commitment to respond/resolve within a specific time:

**Examples:**

```
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
```

***

## ✨ Why Use SLA?

<CardGroup cols={2}>
  <Card title="Commitment" icon="handshake">
    Official promise to customer
  </Card>

  <Card title="Prioritization" icon="flag">
    What to do first
  </Card>

  <Card title="Metrics" icon="chart-line">
    Track compliance
  </Card>

  <Card title="Quality" icon="star">
    Maintain high standard
  </Card>
</CardGroup>

***

## 🆕 Configure SLA

1. **"Settings"** → **"SLA"**
2. **"New SLA Policy"**
3. Configure:

**Policy name:** `VIP Customers`

**Conditions (who applies to):**

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

**Time Commitments:**

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

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

⏰ Resolution Time (RT):
   └─ 2 hours
```

**Business Hours:**

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

4. **Save**

***

## 📊 SLA Types

### FRT - First Response Time

Time until agent's **first** response:

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

SLA: 5 minutes
Status: COMPLIANT
```

***

### NRT - Next Response Time

Time between **each** subsequent response:

```
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
```

***

### RT - Resolution Time

Time until conversation is **resolved**:

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

SLA: 2 hours
Status: COMPLIANT
```

***

## 🚨 Violations and Alerts

### Visual Alerts

SLA close to expiring changes color:

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

### Automatic Notifications

Configure alerts:

**50% of time:**

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

**90% of time:**

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

**Violation:**

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

***

## 📈 SLA Reports

### Individual Metrics

```
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
```

### Team Metrics

```
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)
```

***

## 💡 Best Practices

### Realistic Definition

✅ **Achievable**: Don't promise 1 minute if impossible\
✅ **Test first**: Pilot for 1 month before official\
✅ **Consider peak times**: Adjust SLA for high volume

### Prioritization

✅ **Work on red first**: About to violate → priority\
✅ **Dedicated queue**: SLA urgents in separate view\
✅ **Extra resources**: More agents at peak times

### Continuous Improvement

✅ **Weekly review**: What caused violations?\
✅ **Identify patterns**: Specific problems → more violations\
✅ **Optimize processes**: Reduce bottlenecks

***

## 🚀 Next Steps

<CardGroup cols={2}>
  <Card title="Reports" icon="chart-line" href="/en/user-guide/reports">
    Analyze SLA in detail
  </Card>

  <Card title="Automations" icon="robot" href="/en/user-guide/automations">
    Automate based on SLA
  </Card>
</CardGroup>