Skip to main content
An SLA policy in Tied times exactly three things. It is worth being precise about which three, because it is not “however many you would like.” What the three SLA targets time, and the one-way flip from active to active with misses that decides the recorded outcome. What the three SLA targets time, and the one-way flip from active to active with misses that decides the recorded outcome.

​
The three targets, and only these three

1

First response time

The clock starts when the conversation is created and stops at the first reply. Miss the threshold, and Tied logs the breach the instant it becomes true — not on some later batch check.
2

Next response time

Only relevant after the first reply has happened and the conversation is genuinely waiting on you again, not on the customer. Same treatment on a miss.
3

Resolution time

The clock starts at creation and stops when the conversation is resolved. Same treatment on a miss.
There is no fourth target — no time-to-assignment, no per-message SLA. A policy can also be scoped to business hours only.

​
Hit, missed, and the two states in between

The moment a conversation is linked to a policy, it starts life active. The instant any one of the three thresholds is missed, it flips to active_with_misses — the conversation is still open, but the policy is already carrying a mark against it. Only at resolution does Tied decide the final word:
A miss is permanent for that conversation, even if the ending looks fine. A conversation that missed its first response time but still resolved comfortably inside the resolution-time target is recorded as missed, not hit. One early miss decides the whole policy’s outcome — the rest of the conversation going well does not undo it.

​
What a breach does

Each miss creates a durable, queryable record — not just a UI indicator — and notifies the conversation’s participants, the account’s administrators, and whoever the conversation is assigned to.

​
Next

Assignment policies

Who a breach notification actually reaches.

Teams and business hours

The hours a business-hours-scoped policy is meant to respect.