#### Add SLA

Title: The name of the SLA should be specified here.

Schedule: The working hours of the particular company is schedule. It is possible to create different schedules from:

Path: Settings /Automation Section /Schedule.

Note: If any day of the week is set as closed then the SLA time calculation for that day will not be considered. Different schedules can be added for the particular company.

Response time: The time mentioned for this is in days, hours and minutes. If the ticket is not replied by the staff member within the given response time specified in SLA plan then the ticket will get overdue.

If the ticket is overdue then the ticket in the ticket listing is displayed in the pink background.

Resolution time: You can set the resolution time which is the time that staff members take to resolve a particular ticket. It is to be displayed in terms of days, hours and minutes. Resolution time is the ticket final resolution time that one guarantees the clients.

Status: It is possible to enable or disable a particular SLA.