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

# How SLAs work

> See when SLA clocks start, pause, and stop.

Each ticket has two clocks: first response and resolution. Each runs against a target set for the ticket’s priority.

## First response

Stops at the first public staff reply.

## Resolution

| Status | Clock |
| - | - |
| Open | Runs |
| In progress | Runs |
| Awaiting reply | Paused |
| On hold | Paused |
| Resolved | Stops |
| Reopened | Continues |

## When priority changes

The new priority’s target applies, measured from when the ticket was raised.

## Which tickets have clocks

Tickets raised after SLAs are turned on. Internal tickets have none.

## Where staff see them

* A badge on the ticket list
* An **SLA** card on the ticket page
* The **SLA at risk or overdue** filter
* The **SLA due soonest** sort

## Related

> [card] [Targets](https://desk.quibtech.com/docs/admin/slas/targets.md)
>
> Set targets for each priority.

> [card] [Working hours and holidays](https://desk.quibtech.com/docs/admin/slas/hours-and-holidays.md)
>
> Set when business-hours clocks run.


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