A Service level agreement (SLA) is a contract between you and your residents that specifies performance measures for support by ticket priority.
Settings from top to bottom
1. Enable or Disable SLA's
2. Configure business hours (24x7 vs 9am -5pm)
To edit the 'First Response' or 'Resolution Time' policy, click on the pencil to the left of it:
Once enabled, the resolution time will appear in the top right corner when responding to a service request as shown below