To set up the SLAs, perform the following steps:

1. Browse to the service desk that you want to set up SLAs for.
2. Click on the Project settings option in the lower-left corner of the screen.
3. Select the SLAs option from the panel on the left-hand side.
4. Click on the Create SLA option.
5. Enter a new name for the new SLA:

Before you can create the new SLA metric by clicking on the Create button, you will first need to define how time will be measured:

1. Select the Issue Created option from the Start column.
2. Select the Status: Waiting for customer option from the Pause on column.
3. Select the Entered Status: Resolved option from the Stop column:

After we have configured our time-counting rules, we need to set our SLA goals so that we can measure the team's performance:

1. Enter priority = High in the Issues (JQL) text field.
2. Set the Goal to 12h, which is 12 hours.
3. Select Default 24/7 calendar if you want the SLA to be calculated to include non-working hours; otherwise, select Sample 9-5 Calendar if you only want to include working hours. Then, click on the Add button.

You can repeat the three preceding steps to add more goals, and, once you are ready, click on the Create button to create the new SLA metric:

This completes the steps for this recipe. Let's take a look at how these steps actually work.