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.

An SLA (Service Level Agreement) is an agreed-upon time period within which a response and/or resolution should be provided for a ticket.

Within Freshdesk, you can create an SLA policy under Admin > Workflows > SLA policies > Add Policy. You can set the SLA Targets and set rules for which this SLA will have to apply.

You also have the option to associate specific Business Hours with the SLA so that the SLA applies only for that business hour (time period).