> For the complete documentation index, see [llms.txt](https://kitehouse.co.uk/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://kitehouse.co.uk/docs/admin/settings/sla-policies.md).
# SLA Policies
Service-Level Agreement Policies are rules that defines how long should your staff members first respond and how long should a incident come into resolution.
## Creating an SLA Policy
To create an SLA policy, follow the steps below:
{% stepper %}
{% step %}
### Go to the SLA Policies tab
You can go there by going to **Site Settings** then select **SLA Policies** from the sidebar.
{% endstep %}
{% step %}
### Create a Policy
Click the **Create Policy** button to create a policy. Under New SLA Policy, define the name, which incident categories is it enabled to, your first response/resolution/escalation targets.
{% endstep %}
{% endstepper %}
Once created, all incidents that has an SLA Policy enabled for their category will see a timer on the right-side of the incident dashboard.
---
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