---
title: "Adjust SLAs"
slug: "adjust-slas"
description: "SLAs (Service Level Agreements) are targets you would like your agents (or BPOs) to hit when serving Customers. Read more in Gladly Help Docs."
updated: 2024-12-17T07:44:41Z
published: 2025-01-30T19:36:40Z
canonical: "help.gladly.com/adjust-slas"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Adjust SLAs

## Background

SLAs (Service Level Agreements) are targets you would like your agents (or BPOs) to hit when serving Customers. For example, we should help 80% of emails in under 24 hours. Or we should serve 90% of phone calls in under 1 minute.

Gladly allows you to calculate your SLA attainment via reports in the Reports UI, and adjust SLA settings in the Inbox and Channels UIs.

For an overview of the default SLAs we've set up, see [default settings](https://help.gladly.com/implementation/docs/default-gladly-settings).

## Goals

Set up attainable SLAs to service Customers that you feel confident you can hold your contact center to.

## Estimated Effort

As little as 45 minutes for simple setups.

## Step-by-Step Tutorial & Best Practices

1. Attend the workflow co-design session with your implementation team. This is a 45-minute workshop where we go over best practices with you. For more complex implementations, your organization may set up weekly check-ins with you over 3 - 4 weeks to finalize the SLAs.
2. Fine-tune your SLAs as needed. Go to **Settings >** [**Inboxes**](https://help.gladly.com/docs/set-and-update-inbox-slas) for Inbox-level SLA, and to **Settings >** [**Entry Points**](https://help.gladly.com/docs/set-up-channels-and-entry-points) for entry point specific SLAs to override the Inbox settings.
3. Get familiar with SLA reports, like [Operational Performance](https://help.gladly.com/docs/summary), [SLA Attainment by Channel](https://help.gladly.com/docs/sla-attainment), [SLA Percentile](https://help.gladly.com/docs/sla-percentile), to view your performance.