> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elementum.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreements

> Define and enforce time-based targets for resolving records in your Elementum apps

Service Level Agreements (SLAs) let you set time-based targets for how quickly records must be resolved. Each SLA defines the stages it applies to, the acceptable time to resolve, and optional alerts to notify teams before a deadline is missed.

<Info>
  SLAs are configured per app. The SLA clock starts when a record is created and stops when the record is closed.
</Info>

## Set Up an SLA

1. Open your app and select **SLAs** in the left navigation.
2. Click **+ SLA**.
3. Enter a **Title** and **Description**.
4. Check the **stages** the SLA applies to.
5. Click **Save**.

## Add Targets to an SLA

After creating an SLA, select it from the Service Level Agreements page and click **+ Target** to define the resolution requirements.

<Info>
  You can also edit or delete an SLA by selecting it from the Service Level Agreements page.
</Info>

### Target Fields

**Target Title**

A descriptive name for the target (e.g., "24-Hour Resolution - Business Hours").

**Target Conditions**

Filter which records the target applies to. The SLA will no longer evaluate a record once it is closed.

**Acceptable Time to Resolve**

The maximum amount of time allowed to resolve a record and meet the SLA. This is measured from the moment the record is initially created. Set the number and unit (minutes, hours, or days).

**Scheduling**

Configure when the SLA clock counts time:

* **Time Zone** — Defaults to your organization's time zone.
* **Working Days** — Choose from Monday–Friday (default), 7 Days/Week, or Custom to select specific days.
* **Working Hours** — Set the start and end times for the business day (e.g., 8:00 AM to 5:00 PM).

**Alerts**

Set one or more alerts to notify your team as the SLA deadline approaches or after it passes. Each alert includes:

* **Alert Title** — A label for the alert notification.
* **Number and Increment** — How far in advance or after the deadline the alert fires (e.g., 24 hours).
* **Before/After** — Whether the alert triggers before or after the deadline.

Once your targets are configured, click **Save**.

## Related Features

* [Automations](/workflows/automation-system) — Trigger actions based on SLA status changes
* [Assignment Rules](/workflows/assignment-rules) — Route records to the right team members automatically
* [Approval Processes](/workflows/approval-processes) — Add review and sign-off steps to your workflows