An SLA, or service level agreement, is a deadline your team commits to for responding to or resolving a conversation. Alps tracks these deadlines automatically and shows a live countdown right inside the conversation, so nothing quietly slips past its due date.
Where SLA policies live
SLA policies are set per inbox, not workspace-wide. Open Settings, go to Inboxes, choose the inbox you want to configure, and open its SLA Policy tab. This lets different inboxes carry different expectations, for example a faster response time for a priority support inbox than for general enquiries.
What you will see in a conversation
A countdown showing time remaining before the deadline.
A warning state as the deadline approaches.
A breach indicator once the deadline has passed, so it is immediately obvious a conversation needs attention.
Tips
Set realistic deadlines your team can actually hit. An SLA that is breached constantly stops being a useful signal and starts being background noise.