---
title: "Create/Edit SLA Policies"
url: "https://help.psarev.io/en/article/create-edit-sla-policies"
language: "en"
last_updated: "2026-04-28T13:50:06.962Z"
---

# Create/Edit SLA Policies

The Create SLA Policy screen allows you to define a new SLA policy for your instance. An SLA (Service Level Agreement) is a defined commitment between a service provider and a customer that sets measurable targets for response and resolution times on support tickets. SLA policies are created using a three-step process: *Name & Configurations*, *Target & Escalation*, and *Assignments*. 

| **NOTE:** New SLA policies are created in a draft status and must be activated before they take effect. To activate an SLA policy, click the ellipsis at the end of the policy row and select **Activate**. |
| --- |

* * *

## Name & Configurations

The *Name & Configurations* step defines the policy name, status, and the trigger conditions that determine when the SLA clock starts, pauses, resumes, and stops for both first response and resolution.

![](https://cdn-assets.productfruits.com/36f06536-893e-4db5-9002-5e0dec1913e3)

Each field on the *Name & Configurations* step is defined below.

| No. | **Label** | *Definition* |
| --- | --- | --- |
| **Policy Details** |  |  |
| 1 | **SLA Policy Name** | *Name of the SLA policy.* |
| 2 | **Status** | *Current status of the SLA policy. Defaults to Draft on creation.* |
| **First Response** |  |  |
| 3 | **Starts At: Trigger** | *Event that starts the first response SLA clock.* |
| 4 | **Starts At: Condition** | *Condition applied to the trigger for the first response start event.* |
| 5 | **Starts At: Value** | *Value that the trigger condition must match to start the first response SLA clock.* |
| 6 | **Ends At: Trigger** | *Event that stops the first response SLA clock.* |
| 7 | **Ends At: Condition** | *Condition applied to the trigger for the first response end event.* |
| 8 | **Ends At: Value** | *Value that the trigger condition must match to stop the first response SLA clock.* |
| **Resolution** |  |  |
| 9 | **Starts At: Trigger** | *Event that starts the resolution SLA clock.* |
| 10 | **Starts At: Condition** | *Condition applied to the trigger for the resolution start event.* |
| 11 | **Starts At: Value** | *Value that the trigger condition must match to start the resolution SLA clock.* |
| 12 | **Pauses At: Trigger** | *Event that pauses the resolution SLA clock.* |
| 13 | **Pauses At: Condition** | *Condition applied to the trigger for the resolution pause event.* |
| 14 | **Pauses At: Value** | *Value that the trigger condition must match to pause the resolution SLA clock.* |
| 15 | **Resumes At: Trigger** | *Event that resumes the resolution SLA clock after a pause.* |
| 16 | **Resumes At: Condition** | *Condition applied to the trigger for the resolution resume event.* |
| 17 | **Resumes At: Value** | *Value that the trigger condition must match to resume the resolution SLA clock.* |
| 18 | **Ends At: Trigger** | *Event that stops the resolution SLA clock.* |
| 19 | **Ends At: Condition** | *Condition applied to the trigger for the resolution end event.* |
| 20 | **Ends At: Value** | *Value that the trigger condition must match to stop the resolution SLA clock.* |

* * *

## Target & Escalation

The *Target & Escalation* step defines the response and resolution time targets for each ticket priority level, along with escalation thresholds and the time basis used to measure SLA performance.

![](https://cdn-assets.productfruits.com/28691d69-4161-418a-b1f5-3f11d22a2b9e)

Each field on the *Target & Escalation* step is defined below.

| No. | **Label** | *Definition* |
| --- | --- | --- |
| 1 | **Active** | *Indicates whether the SLA targets for this priority level are enabled. Check the box to activate targets for a priority.* |
| 2 | **Priority** | *Ticket priority level the targets apply to, such as Emergency, Low, Medium, or High.* |
| 3 | **First Response: Escalate** | *Time threshold at which the ticket escalates if a first response has not been recorded, in hh:mm format.* |
| 4 | **First Response: Target** | *Target time for providing a first response, in hh:mm format.* |
| 5 | **Resolution: Escalate** | *Time threshold at which the ticket escalates if it has not been resolved, in hh:mm format.* |
| 6 | **Resolution: Target** | *Target time for resolving the ticket, in hh:mm format.* |
| 7 | **Time Basis** | *The schedule used to measure SLA time, such as 24/7 or Business Hours.* |

* * *

## Assignments

The *Assignments* step displays the customers assigned to the SLA policy. Assignments are managed from individual customer records and cannot be edited directly from this screen.

![](https://cdn-assets.productfruits.com/8a82d3f3-eeb3-441b-ad51-1f93f30f235c)

Each field on the *Assignments* step is defined below.

| No. | **Label** | *Definition* |
| --- | --- | --- |
| 1 | **Customer ID** | *Unique identifier for the customer assigned to the SLA policy.* |
| 2 | **Customer Name** | *Name of the customer assigned to the SLA policy.* |
| 3 | **Identity** | *Identity associated with the customer record.* |
| 4 | **Primary Contact** | *Primary contact on the customer record.* |

* * *

## Available Actions

The following actions are available on the Create SLA Policy screen.

-   Navigate to the next step by clicking the **Next** button.
-   Return to the previous step by clicking the **Previous** button.
-   Save the SLA policy by clicking the **Create SLA Policy** button on the *Assignments* step.
-   Discard changes and return to the SLA Policies list by clicking **Cancel**.