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

# How to Configure SLA Target

Configure SLA targets in Skara for delivering exceptional customer service, optimizing team efficiency, fostering accountability, and maintaining compliance with contractual agreements

To Configure SLA Target,

* Navigate to the **Profile Icon** on the top right corner
* Click on **Set Up**
* Head over to the **Modules** category
* Click on **Tickets**

<img src="https://mintcdn.com/salesmate/3kt1fgAWxDcL9JEo/images/Screenshot2025-11-11at1.14.32PM.png?fit=max&auto=format&n=3kt1fgAWxDcL9JEo&q=85&s=88e0007e90a659746681b63bd52a9fcb" alt="Screenshot 2025-11-11 at 1.14.32 PM.png" width="2146" height="1621" data-path="images/Screenshot2025-11-11at1.14.32PM.png" />

* Head to the **SLA Policies** section
* You can configure the SLA Target while creating a new policy
* Click on **Add New Policy** to create a new policy

<img src="https://mintcdn.com/salesmate/ArCGf1Mm1VkUgody/images/Screenshot2025-11-11at5.54.15PM.png?fit=max&auto=format&n=ArCGf1Mm1VkUgody&q=85&s=59f45130a361599d5997a0a357a26d36" alt="Screenshot 2025-11-11 at 5.54.15 PM.png" width="2592" height="1316" data-path="images/Screenshot2025-11-11at5.54.15PM.png" />

* Head to **Configure SLA Target**

Here, you can set the following details,

* [Priority](#priority)
* [First response time](https://support.salesmate.io/hc/en-us/articles/26678152976793-How-to-Configure-SLA-Target#h_01HJ5QNX0YNN02FG0RAP63J66V)
* [Every response time](#every-response-time)
* [Resolution time](#resolution-time)
* [Operational Hours](#operational-hours)
* [Escalation](#escalation)

<img src="https://mintcdn.com/salesmate/iwVgD0OYLQtnTX4Y/tickets/slaservice-level-agreement/images/015-sla-target-configuration-26683301751065.png?fit=max&auto=format&n=iwVgD0OYLQtnTX4Y&q=85&s=6b893ccbd8cee311afc1512026e52e2a" alt="SLA Target Configuration" width="2486" height="892" data-path="tickets/slaservice-level-agreement/images/015-sla-target-configuration-26683301751065.png" />

### **Priority**

* Set the given SLA Priority as
* **Low** - Tickets marked with a Low-priority SLA may have longer allowed response and resolution times compared to higher-priority items.
* **Medium** - Tickets marked with a medium SLA priority usually have moderate response and resolution times
* **High** - Tickets marked with a high SLA priority typically have shorter allowed response and resolution times
* **Urgent**- Tickets marked with an "Urgent" SLA priority would need immediate attention and require the fastest possible turnaround for resolution.

### **First response time**

* Choose the specific timeframe within which the Customer/User should receive an initial response once the Ticket is submitted

### **Every response time**

* Choose the specific timeframe within which the Customers/Users should expect to receive a response each time they reply to your communications

### **Resolution Time**

* Choose the specific timeframe within which the Tickets matching the SLA criteria should be resolved

### **Operational Hours**

* Choose whether these response times will work based on Business or Calendar Hours

### **Escalation**

* Choose whether an escalation reminder or violation should run for this priority. Simply enable the option for given priorities as per your business process