A service-level agreement (SLA) is a commitment between a service provider and a client. It lays out the expectations by which that service is measured. In CloudCX, you can configure SLAs for Time to First Response, Time to Next Response, or Time to Resolution for Tickets within the Inbox solution.
Step by Step Instructions
（1）Log in to your CloudCX Control Panel.
（2）From the left navigation menu, go to Inbox > Settings > SLA Policies.
（3）Click"Add".
（4）Give the policy a name.
（5）In the Target section, enter the response and resolution times (in hours and minutes) that match your business SLA targets. For Operational hours you have two options Calendar hours and Operating hours.
Calendar hours are regular full-day round-the-clock hours. If you promise your customers 24/7 support, you need to use calendar hours as the basis of your SLA policies.
Operating Hours refer to the working hours of your service team. When chosen, the SLA clock for your tickets will not run outside of working hours.
（6）Set Conditions for when the Service Level Target created in step #5 applies.
（7）Click Save.
Note: If multiple SLA Policies are matched, they will be triggered in sequence according to their display orders.