Create SLA as part of your support service to reach your performance goals. From admin panel in Manage tab you can create and mange the different SLA plan as per your business requirement. System default SLA is 24 hours, it can be edited but not deleted. Depending on your Dwike Helpdesk Plan, you can add multiple SLA like High priority, Normal priority etc. Link SLA with each Helptopic.
You can set SLA in days and hours and define with your desire name. You can also active or inactive particular SLA plan as per your requirement.