> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/chat-settings/sla-management.md).

# SLA Management

Use this feature to create SLA (Service Level Agreement) rules based on priority, response times and platform. Each inbox can be linked to only one SLA policy.

***

1. **SLA policy list**
   * Shows the SLA policies you've created.
   * The table shows:
     * Policy Name
     * Description
     * Connected Platform
     * Active Priorities
     * Default Priority
   * Available actions:
     * Edit Policy
     * Delete Policy
2. **Create a policy**
   * Click **Create Policy** to open the form.
   * Fill in:
     * **Policy Name**: required.
     * **Description**: optional.
     * **Connected Platform**: choose one or more inboxes.
       * Each inbox can be linked to only **one** policy.
       * If an inbox is already used by another policy:
         * It appears greyed out.
         * You can't select it.
         * Its tooltip says: **"Already connected to \[Policy Name]"**
3. **Setting up the priority table**
   * Each policy has 5 priority levels: None, Low, Medium, High and Urgent.
   * Each priority row has:
     * **Active toggle**
       * When it's **OFF**, the whole row is locked:
         * You can't set it as default.
         * You can't fill in First Response, Response or Resolve.
       * When it's **ON**, the row unlocks and every field can be edited.
     * **Default priority**
       * The radio button appears **only when the priority is active**.
     * **First Response Time**
       * A number field plus a unit selector.
     * **Response Time**
       * A number field plus a unit selector.
     * **Resolve Time**
       * A number field plus a unit selector.
   * The unit selector supports 3 units:
     * **Minutes**
     * **Hours**
     * **Seconds**
4. **Logic rules**
   * A priority **must** be turned on before you can set its SLA times.
   * Only **1 default priority** can be chosen.
   * Each time limit (First Response, Response, Resolve) can be set in minutes, hours or seconds.
5. **Validation rules**
   * **Policy Name** is required.
   * You must choose **at least 1 platform**.
   * You must turn on **at least 1 priority**.
   * You must choose **1 default priority** from the active priorities.
   * If a priority is active, every time field in that row must be filled in (following internal rules).
   * If anything doesn't meet these rules, an error message appears.
6. **Editing a policy**
   * Opens the same form, pre-filled with the existing data.
   * You can change:
     * The policy name
     * The description
     * Connected inboxes
     * Which priorities are on or off
     * The default priority
     * Every SLA time limit
   * Changes apply automatically to every connected platform.
7. **Priority dropdown in the conversation sidebar**
   * The dropdown is **active** only if the inbox is linked to a policy.
   * If no SLA policy is linked:
     * The dropdown is disabled.
     * Its tooltip says: **"Priority selection unavailable. No SLA policy linked to this inbox."**
   * If a policy is linked:
     * Only **active** priorities appear in the dropdown.
     * Inactive priorities are hidden.
8. **How the default priority works**
   * When a new session starts:
     * The system fills in the priority automatically from the policy's default.
   * If an agent changes the priority:
     * The SLA timers switch to the new priority automatically.
9. **Policy updates and analytics**
   * Changing a policy **doesn't change** historical SLA data.
   * New sessions follow the latest policy.
   * If a policy is deleted:
     * The inbox stops recording new SLA data.
     * Sessions after the deletion won't produce SLA metrics (FRT, RT, Resolve).