# SLA Settings

The SLA Settings can configure the SLA labels on your ticket notification. The following are 3 component that contains on this configuration: 

![SLA Settings](/files/-MQod_pzJD8HGkyjEKL2)

#### Type

You can select one of two SLA types to define the length of time within which an issue or ticket must to be responded or completed before the SLA is over. In a **static** type, you can specify the SLA duration for all tickets. That means, both high or low severity tickets have the same SLA duration. While the **severity based** type, you can determine the duration of the SLAs based on the critical, high, medium, or low severity.

#### SLA Metric

You can select one of three types of SLA Metric to determine the length of time the ticket must be responded or completed before the SLA is over. If the SLA matric is ​​defined, the SLA calculation works according to the matric. SLAs Metric is divided into 3, namely:

| Name                  | Description                                                                                                                                                                                       |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Resolution Time       | it’s indicated that the SLAs ticket will be calculated from the **created date of the ticket** until the ticket was **closed**. The SLAs metric ‘Resolution Time’ is only used for e-mail tickets |
| Assigned to Responded | it’s indicated that the SLAs ticket will be calculated from the **entry ticket to the assign tab** until the ticket was **responded**                                                             |
| Created to Responded  | it’s indicated that the SLAs ticket will be calculated from the **created date of the ticket** until the ticket was **responded**                                                                 |

#### SLA Duration

SLA duration allows you to define the length of time within which an issue or ticket must be responded or completed before the SLA is over. You can input the SLA duration on seconds.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.3dolphins.ai/5.1.x/customer-service/rule-management/configuration-rule/sla-settings.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.