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

# SLAs

> Apply response-time targets to tickets and surface breaches in the inbox.

An SLA is the response target your team commits to. Chatarmin CX applies matching targets to tickets through rules you define.

## When to use it

Use SLAs when:

* you have customer-facing response targets
* priorities need different deadlines
* a channel has a hard window (for example a marketplace 24-hour rule)

Skip SLAs when you only need an internal team deadline, or when one deadline applies to everything and you do not need per-ticket targets.

## Set it up

Find SLAs under **Settings** → **SLA** (Features).

<Steps>
  <Step title="Enable SLAs">
    Turn on **Enable SLAs** at the top of the page. Rules do not run until this is on.
  </Step>

  <Step title="Add an SLA rule">
    Open the **Automation rules** tab and click **Add rule**.
  </Step>

  <Step title="Set When and Then">
    Example: When **Priority is Urgent**, Then **Add SLA of X hours**. Save, then add rules for other priorities as needed.
  </Step>

  <Step title="Configure business hours">
    Set your schedule under **Settings** → **Business hours** before you rely on business-day counting.
  </Step>
</Steps>

## Business days vs calendar time

| Setting                    | How the clock runs                                                                                                                    |
| -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------- |
| Business days only **off** | Calendar time, including nights and weekends                                                                                          |
| Business days only **on**  | Skips weekends and holidays from your business-hours schedule. An open day counts as a full 24 hours, not only your open-hours window |

<Note>
  With business days on, a 12-hour SLA opened late on a working day can run into the next open day.
</Note>

## Working with SLAs in the inbox

By default, the inbox surfaces breached tickets and tickets closest to their deadline near the top. Remaining SLA time appears on the ticket below the priority.

## Optional breach follow-up

A single rule cannot wait out the SLA window and message the customer. For quiet breached tickets:

1. Use a legacy [Workflow](/workflows/intro) with a wait slightly longer than the SLA window.
2. Tag tickets that still have no reply (for example `SLA breached`).
3. Build an inbox [view](/inbox/views-and-filters) on that tag.
4. Optionally send a short customer update in the same workflow.

## Track performance

On the SLA page, open **Analytics** for the selected timeframe: met, breached, on-time rate, and breach rate for first response.

Related: [Rules](/rules/intro), [Views and filters](/inbox/views-and-filters), [Dashboard metrics](/dashboard/metrics).