> ## 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. # SLA Priority/Order & Status ### SLA Priority/Order Prioritizing SLAs allows organizations to differentiate service levels based on the urgency or criticality of specific issues. This ensures that different types of requests receive appropriate attention and resources. ### How to Set SLA Priority To set the SLA Priority, * 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 \* Drag and drop the Policies to set the Priority/order  Screenshot 2025-11-11 at 6.16.06 PM.png ### SLA Status SLA status is shown as colored badges based on the remaining time to complete it. * SLA Status would be identified based on the following colors, * **Green:** Time is greater than 15 minutes. * **Orange:** Time is lower than 15 minutes but greater than 0. * **Red:** Time is 0 minutes or less (SLA has breached.) * You can view the SLA Status on the Tickets Detail View Screenshot 2025-11-11 at 6.17.01 PM.png