Customer context: The customer is seeking guidance on how to set up an SLA (Service Level Agreement) in LiveAgent.
Customer question: Do you have a guideline for the setup of SLA in LiveAgent?
Solution: Yes, LiveAgent provides a step-by-step guide for setting up SLA levels and configuring SLA rules that automatically apply to your tickets. You can find the comprehensive instructions HERE. Please note that SLA rules are applied when a ticket is created. If you need to apply SLA levels under additional specific conditions, you can use Rules or Time rules to further customize your SLA configuration.