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

# SLAs

> SLA automation built for accountability.

<img src="https://mintcdn.com/thena-840ce5ec/fnPhXvYfm-TNmZho/images/docs/SLAs.webp?fit=max&auto=format&n=fnPhXvYfm-TNmZho&q=85&s=a04bc8e2fcdd19f67bd5fa1c582e430d" alt="SLA configuration in Thena" className="rounded-lg" width="7680" height="4800" data-path="images/docs/SLAs.webp" />

## 🔍 What's an SLA policy?

Service Level Agreements (SLAs) in Thena help you define and track response expectations, ensuring your team delivers timely, consistent support. An SLA policy in Thena includes:

* Conditions to define when it applies
* Target metrics for performance tracking
* Advanced options to pause timers when needed

You can create multiple SLA policies tailored to ticket type, priority, or source.

<Tip>
  Give your SLA policy a clear, recognizable name to manage and differentiate easily across teams.
</Tip>

## ⚙️ Conditions

Conditions define when an SLA policy should be applied. You can build rules based on any event or field in Thena, giving you complete flexibility.

Common options include:

* Priority
* Sentiment
* Status
* Account
* Custom field

Use match all or match any logic to fine-tune when a policy is triggered.

Whether it's based on form input, ticket source, priority, or sentiment—conditions can be as broad or specific as your workflows require.

## 🎯 Target metrics

Choose which response times matter and set time-based goals for each:

<Accordion title="First response time" icon="clock">
  How quickly your team responds to new tickets.
</Accordion>

<Accordion title="Resolution time" icon="hourglass">
  Total time to resolve the ticket completely.
</Accordion>

<Accordion title="Update time" icon="arrows-rotate">
  How frequently updates are provided during the resolution process.
</Accordion>

<Accordion title="Next response time" icon="reply">
  How quickly you respond to customer replies.
</Accordion>

You can define targets in minutes, hours, or days.

## 🧠 Advanced options

Use pause conditions to temporarily stop the SLA timer. Great for situations like:

* Waiting on customer response
* Internal review
* Blockers outside your team's control

Conditions can be layered using ALL/ANY logic for flexibility.

## 🔔 Live SLA tracking

Once applied, SLAs show up directly on tickets—both in notifications and ticket details:

* ✅ SLA met (e.g., Achieved in 14m)
* 🟨 SLA due soon (e.g., Due in 16m)
* 🔴 SLA breached (e.g., Overdue by 9m)

Your team always knows where things stand—and can take action before it's too late.