An SLA is a commitment about how quickly work will be handled, typically a target time to first respond to and to resolve a request.
SLAs are common in IT and customer support, but internal teams use them too, for example "security bugs are triaged within four hours". Targets often differ by priority.
Example
Urgent: respond in 1 hour, resolve in 8 hours. Normal: respond in 1 business day, resolve in 5.
SLAs in Starlex
Set SLA policies per project, see which issues are on track, at risk or breached, and trigger automation rules before a target is missed.