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

# SLA policies API

> Create and manage SLA policies with reply, resolution, and phone answer-time targets. Use when provisioning policies or syncing them from another system.

An SLA policy names the targets your team commits to. Reading policies requires `sla:read`; creating, updating, and deleting requires `sla:write`. Policies are assigned to sessions by workflows and to phone queues by team or workspace settings; the API manages the policies themselves.

## Fields

| Field | Values | Notes |
| - | - | - |
| `name` | String, 1–255 | Required on create. |
| `office_hours_id` | `null` or an office hours schedule ID | Only time inside the schedule counts toward every target. `null` counts all time. |
| `first_reply_target_seconds` | `null` or positive integer | Chat and email: first reply. |
| `next_reply_target_seconds` | `null` or positive integer | Chat and email: each later reply. |
| `resolution_target_seconds` | `null` or positive integer | Must be greater than the largest reply target. |
| `answer_target_seconds` | `null` or positive integer | Phone: callers waiting for an agent must be answered within this time. |
| `answer_target_percent` | `null` or integer, 1–100 | Phone: the goal for the share of graded waits answered within the target. |
| `answer_count_mode` | `all_offered`, `answered_only` | Phone: `all_offered` (default) counts callers who were never answered as missed; `answered_only` grades answered calls only. |
| `answer_short_abandon_seconds` | `null` or integer, ≥ 0 | Phone: callers who hang up within this many seconds are left out in either mode. |

At least one target must be set. A policy can carry only a phone target, only reply and resolution targets, or both. On update, send only the fields you want to change; a target update must still leave at least one target set.

Changing a phone target only affects callers who start waiting afterwards. Assign a policy to a team with `phone_sla_policy_id` on the [Teams API](/api-reference/teams#telephony-policy), or as the workspace default in **Settings → Voice & Telephony**. See [Phone answer-time SLA](/phone/answer-time-sla) for how waits are measured and graded.

## Available Endpoints

<CardGroup>
  <Card title="List policies" icon="list" href="/api-reference/sla-policies/list">
    List every SLA policy in the workspace
  </Card>

  <Card title="Get policy" icon="magnifying-glass" href="/api-reference/sla-policies/get">
    Get one policy by ID
  </Card>

  <Card title="Create policy" icon="plus" href="/api-reference/sla-policies/create">
    Create a policy with reply, resolution, or phone answer-time targets
  </Card>

  <Card title="Update policy" icon="pen" href="/api-reference/sla-policies/update">
    Change a policy's name, office hours, or targets
  </Card>

  <Card title="Delete policy" icon="trash" href="/api-reference/sla-policies/delete">
    Delete a policy
  </Card>
</CardGroup>


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