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SLAs (Service Level Agreement) give your team a clear framework for response times, along with the visibility and alerts needed to meet them consistently.
SLAs in Plain
Note: SLAs in Plain are only applied when a thread requires action from your internal support team. If a customer message doesn’t need a response, for example, a confirmation or thank-you, no SLA will be active. SLAs are configured at the Tier → level, in Settings → Tiers & SLAs. Within each tier, you can set different targets per priority, so higher-impact customers and more urgent issues get faster response times. For example, an Enterprise customer with an Urgent thread can have a tighter SLA than a Free customer with a Low priority thread.

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SLA types

  • First response time: Tracks how long it takes your team to send the first reply to a new thread.
  • Next response time: Tracks how long it takes to reply after a customer responds.

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SLA statuses

Each SLA moves through a series of statuses as time progresses and your team responds. You’ll see these in the thread view and when setting up workflow triggers.

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SLAs and snoozed threads

What happens to the SLA timer when you snooze a thread depends on which snooze status you use.

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Business hours

By default, SLA timers run 24/7. You can configure them to count only during business hours instead. To set your working schedule, go to Settings → Business hours.