SLAs are typically structured by priority: P1 (critical — 15min response, 4hr resolution), P2 (high — 1hr response, 8hr resolution), P3 (medium — 4hr response, 24hr resolution), P4 (low — 8hr response, 48hr resolution). Business hours, holidays, and pause conditions affect SLA calculations.
InboxCentral supports configurable SLA policies with business-hours awareness, breach alerts, escalation triggers, and real-time SLA compliance dashboards.