Ordering SLA policies

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Business
rules &gt; Service level agreements</span>
</div>
<p class="p">A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution
times that your support team delivers to your customers. Providing support based on service
levels ensures that you're delivering measured and predictable service. It also provides
greater visibility when problems arise.</p>
<p class="p">On Enterprise plans, you can also define group SLAs. Group SLAs are separate policies between
your internal teams and define a target ownership time for a group. They are also commonly
known as Operational Level Agreements (OLAs) and are used in workflows that involve multiple
teams solving tickets. </p>
<p class="p">It's possible to create logically overlapping policies, but at any given time a single ticket
can only have one SLA policy and one group SLA applied to it. When you have multiple SLA
policies that match a ticket, we’ll use the order of the policies to break any ties. To review
which policies have been applied to a ticket and in what order, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832852122#topic_rct_l2w_tr" target="_blank">Viewing which SLA policies have been applied to a
ticket</a>.</p>
<p class="p">To make your policies most effective, you should roughly order your policies with the most
restrictive policies at the top, and your least restrictive policies at the bottom.</p>
<div class="p">Related articles:<ul class="ul" id="topic_cxf_rxv_rr__ul_sln_gsb_fxb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866" target="_blank">About SLAs and how they work</a></li>
</ul>
</div>
<p class="p"><strong class="ph b">To order your SLA policies</strong></p>
<div class="p">
<ol class="ol" id="topic_cxf_rxv_rr__ol_a1k_ryv_tr">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click
<img class="image" id="topic_cxf_rxv_rr__d8e1205" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Service level
agreements</strong>.</span></li>
<li class="li">Hover your mouse over the left of the SLA policy name you want to reorder until the
grabber is highlighted. <p class="p"></p>
<img class="image" id="topic_cxf_rxv_rr__image_t5j_51w_tr" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/slasgrabpolicy.png">
</li>
<li class="li">Click and drag the policy to the new position.<p class="p"></p>
<img class="image" id="topic_cxf_rxv_rr__image_rtt_w1w_tr" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/slasdragpolicy.png">
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To order your group SLA policies</strong></p>
<ol class="ol" id="topic_cxf_rxv_rr__ol_e2s_4sb_fxb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click
<img class="image" id="topic_cxf_rxv_rr__d8e1205" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Service level
agreements</strong>.</span></li>
<li class="li">Select <strong class="ph b">Group SLAs</strong>.</li>
<li class="li">Hover your mouse over the left of the group SLA policy name you want to reorder until the
grabber is highlighted. </li>
<li class="li">Click and drag the policy to the new position.</li>
</ol>
</div>
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