> ## 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.

# 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](/docs/product/platform/slas).

<Note>
  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](/docs/graphql/tiers/service-level-agreements).
</Note>

<Snippet file="graphql/sdk-note.mdx" />

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](/docs/product/workflows) 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.