You can set up a 'Service Level Agreement' (SLA) r via the 'Client' screen

From the Home dashboard and under the heading 'Set Up' select 'Clients'

Select from your choice of clients or add a new client.

From the Tabs at the top of the screen select 'Service Level Agreement'

Click 'Edit' at the bottom of the screen

Select the Job type and click 'Add SLA', a free text box will appear to add your first line of your SLA, continue to add new lines using the 'Add SLA' button