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

# SLA policies

> An SLA policy sets response and resolution targets for conversations, and what happens when they slip.

An SLA policy sets response and resolution targets for conversations, and what happens when they slip. Manage policies in Settings > Helpdesk > SLAs.

## Targets

Each policy can set up to three targets, up to 90 days each. Turn off the ones you don't need:

* **First response**: from the customer's first message to your first reply.
* **Next response**: from each later customer message to your next reply.
* **Resolution**: from the first message to the conversation being closed.

## Which conversations a policy applies to

Under **Applies to**, a policy uses the same conditions as routing rules (channel, topic, priority and so on). Policies are checked top to bottom, and a conversation gets the first policy that claims it; a policy with no conditions applies to every conversation the ones above didn't claim. Drag policies to set their order. A routing rule can also apply a policy directly with **Apply SLA**.

## The clock

* **Business hours only** (on for new policies): clocks pause outside the schedule's hours and on holidays, so a message on Saturday night doesn't breach a Monday morning target. Choose the **Schedule** to use.
* **An Aide reply counts as the first response**: with this on, an AI Agent reply meets the first-response target. Off means the clock runs until a person replies, which suits an SLA that promises a human reply.
* **Pause while**: the clock can pause while a conversation is Waiting on customer, On hold or Snoozed.

## Warnings and breaches

* **When the clock reaches** a percentage of the target (80% by default), the SLA is about to be missed and the conversation turns amber in the list.
* **When the target is missed**, it turns red and the breach shows in reports.

Each can run actions, the same as routing rules: assign to a team or teammate, set the priority or status, notify a team or teammate in app or by email, and more. Teammates can also get notifications for SLAs about to be missed or missed (see [Notifications and email preferences](/account/notifications)).


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