We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

Freshdesk has multiple SLA policies that could be set up to apply to four categories - Sources, Types, Groups, Companies, and Products. Kindly make sure you are on the Pro ( previously Estate) plan for this. 

Please navigate to Admin --> Workflows --> SLA policies --> Edit, where you can choose the option to have the concerned SLA adhered to by only specific companies, under the section Apply this to -> Companies