Service Level Agreements can be set up based on any criteria desired. Out of the box, you can set SLAs by Category, Issue Type, and/or Priority. Notifications will be sent out when SLAs are breached. See also the for SLA metrics.
•Response Hours - How many hours before a first response should go to the end user.
•Reminder Hours - How many hours before a reminder will go out. Usually less than the Resolution Hours
•Resolution Hours - How many hours the team has to close the Ticket.
SLA page is shown below:
Click SLA tile to configure SLAs. Below shown page will open:
Administrator can configure new policies or can edit old policies on this page.
Please refer ‘SLA’ article for more detail on service level agreement.
https://www.dropbox.com/scl/fi/cybyajak6uyfsbdmpq5j6/SLA-Document.docx?rlkey=kx0528uo02m0qubwi1fqiyoi2&dl=0