SLAs

SLAs (Service Level Agreement) give your team a clear framework for response times, along with the visibility and alerts needed to meet them consistently.

Note: SLAs in Plain are only applied when a thread requires action from your internal support team. If a customer message doesn't need a response – for example, a confirmation or thank-you – no SLA will be active.

SLAs are configured at the Tier → level, in Settings → Tiers & SLAs. Within each tier, you can set different targets per priority, so higher-impact customers and more urgent issues get faster response times. For example, an Enterprise customer with an Urgent thread can have a tighter SLA than a Free customer with a Low priority thread.

SLA types

First response time: Tracks how long it takes your team to send the first reply to a new thread.
Next response time: Tracks how long it takes to reply after a customer responds.

Business hours

By default, SLA timers run 24/7. You can configure them to count only during business hours instead.

To set your working schedule, go to Settings → Business hours.