---
title: Service Level Agreement (SLA)
slug: mydesk-en/service-level-agreement-sla
description: Learn how to register a VIP user in just a few steps! Access the Administration section, navigate to Response Time, and click Create to add the user. Don't forget to enter priority, capture, and resolution times for accurate tracking. Save the information
createdAt: 2023-10-17T15:49:44.442Z
---

## Before You Begin

To register a VIP user, they must have already been inserted into the system beforehand.

## Form

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In the side menu, select `Administration > Response Time`, click **Create**, and fill in the necessary details.
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In the Response Time per Priority field, by clicking on the numbers from 1 to 5, the **Priority** will alternate between <font color="#ff0000">**High**</font>, <font color="#ff6900">**Medium**</font>, and <font color="#3b9f0f">**Low**</font>.
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In the **capture and resolution** fields, enter the hours and minutes, both for ticket capture and incident or request resolution.
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Click **Save** to record the information.

![](https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/k5zm13H-Nfd-mdRedUkKv_my-desk-4biz-one-2.gif)
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