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

# SLA (service times)

> Define how long you commit to respond and resolve, and let ApyConnect watch it.

An **SLA** (service level agreement) is a time promise: for example, "respond in under 1 hour" or "resolve in under 24 hours". ApyConnect watches those times for you.

## What you can define

<CardGroup cols={2}>
  <Card title="First response" icon="reply">
    How long the team can take to give the first reply.
  </Card>

  <Card title="Resolution" icon="circle-check">
    How long the case can take to close.
  </Card>
</CardGroup>

## Timely alerts

Before breaching an SLA, ApyConnect **alerts** so that someone acts. That way the goal is to prevent, not just to record the breach.

## Business hours and priority

* SLAs count time **within your business hours** (they don't penalize the hours you're not operating). See [Business hours](/en/ajustes/horarios-atencion).
* You can require stricter times for higher-**priority** conversations. See [Priorities and statuses](/en/ajustes/prioridades-estados).

## Results

Your SLA compliance is shown in [Analytics and reports](/en/analisis/reportes).

<Note>
  They're configured in **Settings → SLA**.
</Note>