---
title: Case SLA's
url: https://www.tines.com/docs/cases/case-settings/case-slas/
updated: 2026-07-22T17:35:02+00:00
---

*[tines.com](https://www.tines.com/llms.txt) › [Docs](https://www.tines.com/docs/llms.txt) › [Cases](https://www.tines.com/llm/docs/cases.md) › [Case settings](https://www.tines.com/llm/docs/cases/case-settings.md)*

# Case SLA's

*[View on tines.com](https://www.tines.com/docs/cases/case-settings/case-slas/)*

Case SLAs let you set target durations for how quickly cases should be assigned and resolved, based on their priority. You configure them per team in **Case settings**.

![](https://www.datocms-assets.com/55802/1784741162-cases-sla-configuration.png)

### When to use case SLAs

Set SLAs when your team needs to hold cases to time-based targets — for example, ensuring critical cases are picked up within minutes and resolved within hours. Because targets are set per priority, higher-priority cases can carry tighter SLAs than lower-priority ones.

> **INFO:** SLAs are configured per team. Each team can define its own targets for cases within that team.

### How it works

1. Open **Case settings** for the team.
2. Go to the **SLAs** section.
3. Each row represents a priority level: **Info**, **Low**, **Medium**, **High**, and **Critical**.
4. For each priority, set a target for one or both SLA types using the dropdowns:
  
  - **Assignment** – mean time to assign, measured from when a case is opened until it's first assigned to someone.
  - **Resolution** – mean time to resolve, measured from when a case is opened until it's set to a closed status.
5. Choose a preset duration, enter a **custom** duration, or leave it as **No SLA** to leave that target untracked.

### Configuration options

| Setting | Description |
| --- | --- |
| **Priority** | The case priority level the target applies to: Info, Low, Medium, High, or Critical. |
| **Assignment** | Target duration between the case creation to first assignment. |
| **Resolution** | Target duration from case creation to any "**closed"** [status sub-type](https://www.tines.com/docs/cases/components/#case-statuses). |
| **Duration** | None, hourly intervals, daily intervals, or a custom interval definition. |

### Best practices

- **Match tighter targets to higher priorities.** Reserve short assignment and resolution windows for High and Critical cases.
- **Start with Resolution before Assignment.** Resolution targets are usually easier to align with existing team expectations.
- **Leave targets as No SLA when you don't measure them,** rather than setting an arbitrary value that skews reporting.

### Related pages

- [Overview of cases](https://hq.tines.io/docs/cases/)
- [Dashboards](https://hq.tines.io/docs/resources/dashboards/) — Assignment and Resolution targets feed the mean time to assign (MTTA) and mean time to resolve (MTTR) metrics in dashboards.
- [Case limits](https://hq.tines.io/docs/cases/case-limits/)