> For the complete documentation index, see [llms.txt](https://missiveapp.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://missiveapp.com/docs/advanced-features/rules/templates/sla-basic-templates.md).

# Basic Service Level Agreement

Template: Basic SLA tracking and response time alerts.

A **Missive rule template** for **support teams** that want to answer on time. One rule flags emails that wait too long, and a second one clears the flags once you reply.

#### Here's how it works:

* You need an existing team inbox
* You need two labels: "SLA - 24H" and "SLA - 48H"

***

### 1. Incoming email rule: SLA flow

Every email in your Support team inbox starts the clock. No reply after a day? It gets the "SLA - 24H" label and a note. Still nothing the next day? It moves up to "SLA - 48H".

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

| Rule or step              | Wait  | If                                            | Then                                |
| ------------------------- | ----- | --------------------------------------------- | ----------------------------------- |
| **Rule:** SLA flow        | -     | **Team** is ☎️ Support                        | Nothing                             |
| SLA breached (24 hours)   | 1 day | **Not replied** by anyone in our organization | Add label SLA - 24H, add a note     |
| ↳ SLA breached (48 hours) | 1 day | **Not replied** by anyone in our organization | Swap to label SLA - 48H, add a note |

{% hint style="info" %}
Want the team lead to hear about it? Add a **Notify** action to the 48-hour step. Want to skip nights and weekends? Pick business hours on each step. See [Steps](/docs/advanced-features/rules/steps.md).
{% endhint %}

***

### 2. Outgoing email rule: Remove labels

This outgoing email rule removes the SLA labels as soon as you 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&amp;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>


---

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