Managing 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 a policy you define that specifies and measures the
response and resolution times that your support team delivers to your customers.</p>
<p class="p">On Enterprise plans, you can also define group SLAs. Group SLAs are separate policies between
your internal teams that define a target ownership time for a group.</p>
<div class="p">This article describes how you can edit, copy, or delete your SLAs and group SLA
policies.<div class="note note">
<span class="notetitle">Note:</span> If you edit or delete SLA policies that are applied to tickets, the policies
continue to apply to the tickets until the tickets are updated. </div>
</div>
<div class="p">This article contains the following sections:<ul class="ul" id="topic_cxf_rxv_rr__ul_s1k_bdw_rr">
<li class="li"><a class="xref" href="#topic_qpn_fzq_kxb">Editing SLA policies</a></li>
<li class="li"><a class="xref" href="#topic_pyf_ymg_51c">Copying SLA policies</a></li>
<li class="li"><a class="xref" href="#topic_ok1_z4l_qnb">Deleting SLA policies</a></li>
</ul>
</div>
<div class="p">Related articles<ul class="ul" id="topic_cxf_rxv_rr__ul_wc5_lzq_kxb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600997516058" target="_blank">About SLA policies and how they work</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qpn_fzq_kxb">
<h2 class="title topictitle2" id="ariaid-title2">Editing SLA policies</h2>
<div class="body">
<p class="p">You can edit your existing SLA policies in Admin Center. </p>
<p class="p"><strong class="ph b">To edit an SLA or group SLA policy</strong></p>
<div class="p">
<ol class="ol" id="topic_qpn_fzq_kxb__ol_hb1_xzq_kxb">
<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_qpn_fzq_kxb__d8e1341" 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">Locate the SLA policy you want to edit.<p class="p">If you want to edit an existing group SLA
policy, select <strong class="ph b">Group SLAs </strong>and locate the group SLA policy.</p>
</li>
<li class="li">Click the options menu (<img class="image" height="14" id="topic_qpn_fzq_kxb__image_o3h_nmg_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">) beside the SLA policy title, then click <strong class="ph b">Edit</strong>.</li>
<li class="li">Edit the policy as needed and click <strong class="ph b">Save policy</strong>.<p class="p">The SLA policy continues to
apply to any tickets to which it was already applied. Reapply the edited policy by
updating the tickets. For example, change the tickets' priority.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pyf_ymg_51c">
<h2 class="title topictitle2" id="ariaid-title3">Copying SLA policies</h2>
<div class="body">
<p class="p">You can copy your existing SLA policies to create a new policy.</p>
<p class="p"><strong class="ph b">To copy an existing SLA policy</strong></p>
<div class="p">
<ol class="ol" id="topic_pyf_ymg_51c__ol_ysf_2ng_51c">
<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_pyf_ymg_51c__d8e1341" 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">Locate the SLA policy you want to copy.<p class="p">If you want to copy an existing group SLA
policy, select <strong class="ph b">Group SLAs </strong>and locate the group SLA policy.</p>
</li>
<li class="li">Click the options menu (<img class="image" height="14" id="topic_pyf_ymg_51c__image_zsf_2ng_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">) beside the SLA policy title, then
click <strong class="ph b">Clone</strong>.</li>
<li class="li">Edit the cloned policy as needed and click <strong class="ph b">Save policy</strong>.<p class="p">The new SLA policy is
added to the bottom of the list. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5610005534618" target="_blank">Ordering SLA policies</a> for more information.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ok1_z4l_qnb">
<h2 class="title topictitle2" id="ariaid-title4">Deleting SLA policies</h2>
<div class="body">
<p class="p">You can delete an SLA policy if it is no longer needed.</p>
<p class="p"><strong class="ph b">To delete an SLA or group SLA policy</strong></p>
<div class="p">
<ol class="ol" id="topic_ok1_z4l_qnb__ol_rhl_bpl_qnb">
<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_ok1_z4l_qnb__d8e1341" 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">Locate the SLA policy you want to delete.<p class="p">If you want to delete a group SLA policy,
select <strong class="ph b">Group SLAs </strong>and locate the group SLA policy.</p>
</li>
<li class="li">Click the options menu (<img class="image" height="14" id="topic_ok1_z4l_qnb__image_s1f_5mg_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">) beside the SLA policy title, then
click <strong class="ph b">Delete</strong>.</li>
<li class="li">Confirm your selection.<p class="p">The deleted SLA policy continues to apply to any tickets to
which it was already applied. You can remove the deleted SLA policy from the tickets
by updating the tickets.</p>
</li>
</ol>
</div>
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