# SLA Settings

The SLA Settings can configure the SLA labels on your ticket notification. The following are 3 components that contain in this configuration: 

![SLA Settings](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FqUXxFIPAWMfcksIfkslq%2FSLA%20Settings.png?alt=media\&token=dc656f3d-0ff8-4a01-8a36-c2b4fcf1a9a3)

#### Type

You can select one of three SLA types to define the length of time an issue or ticket must be responded to or completed before the SLA is over. In the **Static** type, you can specify the SLA duration for all tickets. That means high or low severity tickets have the same SLA duration. **Severity Based** type, you can determine the duration of the SLAs based on the critical, high, medium, or low severity. While for **Agent Reply** type, you can select the duration SLA depending on when the agent replies to customer messages.

#### SLA Metric

The SLA calculation works according to the matric if the SLA matric is defined. For **Static** and **Severity Based** SLA types, you can select one of three types of SLA Metrics to determine the time the ticket must be responded to or completed before the SLA is over. The following are three types of SLA metrics for **Static** and **Severity Based**:

| Name                  | Description                                                                                                                                                                                        |
| --------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Assigned to Responded | Indicates that the SLAs ticket will be calculated from the **ticket assigned to the agent** until the agent **responds** to the ticket**.**                                                   |
| Created to Responded  | Indicates that the SLAs ticket will be calculated from the **created date of the ticket** until the agent **responds** to the ticket**.**                                                     |
| 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. |

Whereas the SLA Metric on the **Agent reply** is based only on:

| Name                       | Description                                                                                                                                            |
| -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ |
| For Every Incoming Message | Indicates that the SLA ticket will be measured from the beginning of the customer's incoming message until the agent responds to the incoming message. |

#### SLA Duration

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