SLA (service level agreement) is a target, sometimes a formal promise, for how quickly a support team will reply to or resolve customer conversations.
Common SLAs are a first reply within a set number of business hours and a resolution within a set number of days. Some teams set tighter targets for urgent categories, such as a missing item or a payment problem, and looser ones for product questions.
Your SLA compliance is the number of conversations that met the target divided by all conversations in the period. Pick targets you can hit on a bad week, not a good one. A promise you keep most of the time builds more trust than an ambitious one you miss.
Hobson supports SLAs alongside views, routing and teams, so conversations close to breaching can be picked up first. See workflow.