> ## 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.

# Service level agreements

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

[Service level agreements (SLAs)](https://plain.support.site/article/service-level-agreements) commit you to responding to a customer within a certain time. SLAs are attached to a tier, which means every company or tenant belonging to that tier inherits them.

Two types of SLA exist:

* **First response time** — measured from when a thread is created until the first response is sent.
* **Next response time** — measured each time the customer sends a new message, until a teammate responds.

SLAs can be scoped to specific thread priorities or labels, and can either be tracked 24/7 or only during your workspace's business hours.

These operations require the following permissions:

* `serviceLevelAgreement:create`
* `serviceLevelAgreement:edit`
* `serviceLevelAgreement:delete`

## Create an SLA

Provide either `firstResponseTimeMinutes` or `nextResponseTimeMinutes` (but not both — that creates a first-response SLA on one tier and a next-response SLA on the same tier with separate calls).

<Snippet file="graphql/create-sla.mdx" />

## Update an SLA

Field-level wrapper inputs apply — pass `{ "value": ... }` for the fields you want to update and omit the rest.

<Snippet file="graphql/update-sla.mdx" />

## Delete an SLA

<Snippet file="graphql/delete-sla.mdx" />