SLA policies replace the legacy SLAs configured on tiers, which are being deprecated. Workspaces that still use tier SLAs manage them with the tier SLA operations.
For TypeScript, the GraphQL SDK gives you a fully typed client for these operations.
SLA policies
SLA policies
SLA policies are named sets of SLA targets that you create once and apply to threads with a workflow or the API.
A Service Level Agreement (SLA) policy is a named set of SLA targets, such as a first response time and a next response time. A thread starts tracking those targets when the policy is applied to it, and a thread with no policy has no SLA. For how policies work in the app, see SLA policies.
Use the API to create and manage policies, list the policies in your workspace, and apply a policy to a thread. In the app, a workflow applies the policy. The API lets you do the same from your own systems, for example when your integration creates a thread.
Each target has a type, a time in minutes, a warning period, and optionally the business hours schedules it counts against. A policy holds at most one target of each type.
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