> ## Documentation Index
> Fetch the complete documentation index at: https://www.plain.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# createServiceLevelAgreement

> Create a service level agreement (SLA) for a tier. Each SLA commits your team to responding within a specified time window and can be scoped by thread priority and/or label type. Provide either `firstResponseTimeMinutes` (time from thread creation to first reply) or `nextResponseTimeMinutes` (time from each customer message to the next reply), but not both in a single call. A `nextResponseTimeMinutes` SLA can only be created if a `firstResponseTimeMinutes` SLA already exists on the same tier. Requires the `serviceLevelAgreement:create` permission.