> ## 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. # Manage SLA Policies In Skara, you have the flexibility to establish multiple Service Level Agreement (SLA) policies tailored to your business needs. These policies can be applied and enforced on tickets, taking into account various criteria such as customer segments, company classifications, or specific ticket attributes. **Topics covered:** * [How to Create an SLA](#how-to-create-an-sla) * [How to Edit SLA](#how-to-edit-sla) * [How to Clone SLA](#how-to-clone-sla) * [How to Delete SLA](#how-to-delete-sla) ### How to Create an SLA To create an SLA policy, * Navigate to the **Profile Icon** on the top right corner * Click on **Set Up** * Head over to the **Modules** category * Click on **Tickets** Screenshot 2025-11-11 at 5.57.51 PM.png * Head to the **SLA Policies** section * Click on **Create First Policy** to create a new policy Screenshot 2025-11-11 at 6.07.19 PM.png Here, you would need to enter the following details, * **Name** - Enter an appropriate name for the policy * **Description** - Enter the brief description explaining the Policy you are creating. * **Configure SLA Trigger conditions** - Mention the Condition to determine when the Policy should be applied.  SLA Trigger Conditions * **Configure SLA Target** - Set SLA policies for the time within which users should respond to, and resolve tickets based on ticket priorities. [Learn More](https://support.salesmate.io/hc/en-us/articles/26678152976793) \* * *Priority*\* \* **First response time** \* **Every response time** \* **Resolution time** \* **Operational Hours** \* **Escalation** SLA Target Configuration * \*\*Notify Users of approaching SLA deadlines - \*\* Set Up reminders to notify Users when the SLA is approaching the deadlines. You can choose single or multiple active Users/Teams to be notified \* **When** - Choose the Metric for when the User should be notified \* **Approaches in** - Select the Time for the User to be notified \* **Send Reminder to** - Select the User/Team that should receive a Notification while the deadline is approaching SLA Deadline Notification Setup * **Send escalation when SLA is breached** - Set Up escalation to send an alert to the Users when the SLA is violated. You can choose single or multiple active Users/Teams to be notified. \* **When** - Choose the Metric for when the User should be notified \* **Is not met, escalation** - Select the time to send an alert \* **To** - Select the User/Team that should receive an alert when SLA is breached SLA Breach Escalation Setup ### How to Edit SLA To Edit SLA, * Navigate to the **Profile Icon** on the top right corner * Click on **Set Up** * Head over to the **Modules** category * Click on **Tickets** Screenshot 2025-11-11 at 5.57.51 PM.png * Find the required SLA from the already defined **SLAs**. \* Click on the three dots (active menu) and choose the **EDIT** option. Screenshot 2025-11-11 at 6.08.43 PM.png * Make the Necessary changes and click on Update to save the changes Update SLA Changes ### How to Clone SLA To Clone SLA, * Navigate to the **Profile Icon** on the top right corner * Click on **Set Up** * Head over to the **Modules** category * Click on **Tickets** Screenshot 2025-11-11 at 5.57.51 PM.png * Find the required SLA from the already defined **SLAs**. \* Click on the three dots (active menu) and choose the **Clone** option. \* Make the necessary changes if required and hit on Save Clone SLA Option ### How to Delete SLA To Delete SLA, * Navigate to the **Profile Icon** on the top right corner * Click on **Set Up** * Head over to the **Modules** category * Click on **Tickets** Screenshot 2025-11-11 at 5.57.51 PM.png * Find the required SLA from the already defined **SLAs**. \* Click on the three dots (active menu) and choose the **Delete** option. Screenshot 2025-11-11 at 6.10.10 PM.png * Confirm the Action to continue Deleting the SLA Screenshot 2025-11-11 at 6.11.06 PM.png