Hello Carl,

Freshdesk lets you set SLA targets for agent responses/ticket resolution in your helpdesk. This way, you can ensure that your team responds to your customers in a timely manner. Hence, when the agent meets the SLA targets by responding within the same, it is considered as responded within SLA or SLA compliant. 

Article to get detailed assistance on SLA policy feature in Freshdesk: 
https://support.freshdesk.com/en/support/solutions/folders/273282

Any further queries, feel free to drop an email to support@freshdesk.com and we would be happy to help!

Cheers,

Freshdesk Community Team