# Basic Service Level Agreement

Basic Service Level Agreement is a series of **Missive rules templates** designed for **support teams** that want to ensure a certain response time. With these three rules, you’ll create an automatic way to maintain your business’s service level agreement and pre-determined response times.

#### When enabled:

{% stepper %}
{% step %}
**The first incoming rule** allows you to flag a conversation as “unreplied” with a label in a specific team after 24 hours without a reply
{% endstep %}

{% step %}
**The second incoming rule** does the same set of actions after 48 hours instead, but also takes care of removing the previous SLA label.
{% endstep %}

{% step %}
**The outgoing rule** is simply there to remove the SLA labels automatically once a reply is sent.
{% endstep %}
{% endstepper %}

#### Here’s how it works:

* You need an existing team inbox
* You need a label that the first SLA rule will apply
* You need another label that the second SLA rule will apply

***

### 1. Incoming email rule: SLA 24 hours

This rule is meant to apply to all emails that land in a Support Team Inbox. If any support email doesn’t get a response within 24 hours, the rule will add a label to the email “SLA-24H” and a note stating that the service level agreement was breached.

<a href="https://mail.missiveapp.com/?importRule=sla-rule-1-24-hours_incoming-message" class="button primary" data-icon="plus">Add to Missive</a>

{% hint style="info" %}
For anyone who’s actively working on or monitoring the Support Team Inbox, we would recommend [pinning the “SLA-24H” label to your sidebar](https://missiveapp.com/docs/core-features/understanding-label-types/faq#why-are-labels-not-showing-up-in-my-coworkers-sidebar) for easy visibility and access.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2FeIfq2qe3UIJCwajvoz6T%2FSLA-01.png?alt=media&#x26;token=59c56d9b-1e4c-42fe-800b-3d21c2d82270" alt=""><figcaption></figcaption></figure></div>

<table><thead><tr><th width="220.484375">Component</th><th>Value</th></tr></thead><tbody><tr><td>Condition 1</td><td><strong>Team is</strong> → ☎️ Support</td></tr><tr><td>Condition 2</td><td><strong>Unreplied and open after</strong> → 1 day</td></tr><tr><td>Action 1</td><td><strong>Add label(s)</strong> → SLA - 24H</td></tr><tr><td>Action 2</td><td><strong>Add note</strong> → ⚠️ SLA breached... (24 hours)</td></tr></tbody></table>

***

### 2. Incoming email rule: SLA 48 hours

Here’s the same service level agreement rule, with a 48-hour threshold. If this rule is breached, it will remove the 24-hour label and apply the 48-hour label.

You can create one or multiple SLA rules, depending on your needs.

<a href="https://mail.missiveapp.com/?importRule=sla-rule-2-48-hours_incoming-message" class="button primary" data-icon="plus">Add to Missive</a>

{% hint style="info" %}
Most teams prefer to have more than one SLA rule, so there is a progression of escalation to different people in the organization. For example: The team lead will only monitor the 48-hour SLA label, while the support team monitors both labels.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2FrRtkUNzqBPhbkmAhV3MC%2FSLA-02.png?alt=media&#x26;token=1bc67630-0bbf-490d-833c-72cd35d2d8d1" alt=""><figcaption></figcaption></figure></div>

<table><thead><tr><th width="220.484375">Component</th><th>Value</th></tr></thead><tbody><tr><td>Condition 1</td><td><strong>Team is</strong> → ☎️ Support</td></tr><tr><td>Condition 2</td><td><strong>Unreplied and open after</strong> → 2 day</td></tr><tr><td>Action 1</td><td><strong>Remove label(s)</strong> → SLA - 24H</td></tr><tr><td>Action 2</td><td><strong>Add label(s)</strong> → SLA - 48H</td></tr><tr><td>Action 3</td><td><strong>Add note</strong> → ⚠️ SLA breached... (48 hours)</td></tr></tbody></table>

***

### 3. Outgoing email rule: Remove labels

Now that you have an ability to automatically flag support emails that break your service level agreement, you’ll want a second rule that automatically removes the flag once an email has been responded to.

This outgoing email rule will remove the dedicated SLA label from an email once there is an **outgoing email,** aka a reply.

<a href="https://mail.missiveapp.com/?importRule=sla-rule-label-removal_outgoing-message" class="button primary" data-icon="plus">Add to Missive</a>

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2F2RRzHYm9S8okdVkCb8Bq%2FSLA-03.png?alt=media&#x26;token=6ae2108c-72bb-4d5b-ac39-5b7de5212396" alt=""><figcaption></figcaption></figure></div>

<table><thead><tr><th width="220.484375">Component</th><th>Value</th></tr></thead><tbody><tr><td>Condition 1</td><td><strong>Label is</strong> → SLA - 24H</td></tr><tr><td>Condition 2</td><td><strong>Label is</strong> → SLA - 48H</td></tr><tr><td>Action 1</td><td><strong>Remove label(s)</strong> → SLA - 24H, SLA - 48H</td></tr></tbody></table>