SLA (Service Level Agreement) - service level agreement used to control employees' responses to clients' messages.
In the ticket card in the top pane, the SLA button shows which policy is applied to this ticket (more information about SLA setup here). To change the SLA policy:
If the policy is changed (manually or via a trigger), a service comment will be displayed on the ticket card.
Additionally, work with the SLA policy in the general ticket list: