How do I set up SLA policies?

1) Open Configurations and choose "SLA" (available to owners and admins). 2) Create a rule: pick one or more groups and/or priorities it applies to (leaving either empty means "any"), then set a first-reply target and a resolution target. 3) Choose how the time is counted: 24/7 calendar hours, or one of your business-hour schedules. 4) Drag your rules into priority order. The first rule that matches a ticket wins. A pinned "Everything else" rule always sits last and catches all remaining tickets; you can set it to "No SLA" if you only want targets on specific tickets.