# SLA and response time

Rules for tracking and enforcing response time commitments.

## Warn about aging conversations

**Rule type:** Incoming message

Alert the team when a conversation hasn't been replied to within your SLA window.

<div data-with-frame="true"><figure><img src="/files/IPJfPIfxajZ2K1FXPbeg" alt="Time-based SLA rule" width="563"><figcaption></figcaption></figure></div>

| Component | Value                                   |
| --------- | --------------------------------------- |
| Condition | **Unreplied and open after** 30 minutes |
| Action    | **Notify user(s)** → Support Manager    |

Customize the time window per customer or team. Create multiple rules with different thresholds (30 min, 1 hour, 4 hours) for escalating alerts.

{% hint style="info" %}
You can measure the time using business hours instead of calendar hours. This means the timer only counts during your configured working hours, excluding nights, weekends, and holidays. See [Time-based conditions](/docs/advanced-features/rules/conditions.md#business-hours-measurement) for details.
{% endhint %}

## Weekend snooze

**Rule type:** Incoming message

Hide messages that arrive outside business hours until Monday morning.

<div data-with-frame="true"><figure><img src="/files/Kol5OTze6jmvjLQViOwo" alt="Weekend do not disturb rule" width="563"><figcaption></figcaption></figure></div>

| Component | Value                                            |
| --------- | ------------------------------------------------ |
| Condition | **Reception time** is not within Mon-Fri 9am-6pm |
| Action    | **Snooze** until Monday 9am                      |

## Auto-snooze follow-ups

**Rule type:** User actions → Label change

When someone adds a "Follow-up" label, automatically snooze the conversation.

<div data-with-frame="true"><figure><img src="/files/CEVEPlFSsh8UIZCEOH07" alt="Auto-snooze follow-up rule" width="563"><figcaption></figcaption></figure></div>

| Component | Value                               |
| --------- | ----------------------------------- |
| Condition | **Added label name** is "Follow-up" |
| Action    | **Snooze** for 3 days               |


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