The Default SLA Policy defines the standard response and resolution time targets for incoming tickets based on their priority. It ensures consistent service delivery by setting expectations for how quickly tickets should be handled when no custom SLA is applied.

Priority Policy determines how tickets are categorized—such as Low, Medium, High, or Urgent—based on their urgency and impact. This helps in aligning response efforts and resources with the criticality of the issue.

Escalation Rules automatically trigger actions when a ticket remains unresolved within defined time limits. These rules help prevent delays by notifying higher-level staff or reassigning tickets to ensure timely resolution.