An SLA policy (service level agreement) lets you set standards of performance for your support team. They're like a target, or a deadline, within which your team is expected to respond and resolve tickets. 

You can set targets for 

- the very first response that you send to the customer

- every response that's sent after the first response (Available from Estate) 

- the ticket resolution 

You can either have a single SLA policy for all tickets or have different SLA policies for different types of tickets. As an example, you can have a shorter SLA target for tickets from Social media or VIP customers. 

Editing the default SLA policy

The default SLA policy applies to all your tickets.

• Login to your Freshdesk
• Go to Admin > Workflows > SLA Policies
• If you're on the Blossom plan of Freshdesk, you can edit the Default Policy

• Because how fast you're required to respond to tickets depends on its priority, you can set-up a different SLA target for the different ticket priorities- urgent, high, medium and low
• Choose whether the SLA should be calculated based on Business or Calendar hours

• If you'd like to enable escalations when service levels are violated, make sure that the Escalation option button is toggled on (Available from Estate onwards) 
• Click Save to finish setting up your SLA Policy