diff --git a/convex/companySlas.ts b/convex/companySlas.ts
new file mode 100644
index 0000000..6253e0f
--- /dev/null
+++ b/convex/companySlas.ts
@@ -0,0 +1,272 @@
+import { mutation, query } from "./_generated/server"
+import { ConvexError, v } from "convex/values"
+
+import { requireAdmin } from "./rbac"
+
+const PRIORITY_VALUES = ["URGENT", "HIGH", "MEDIUM", "LOW", "DEFAULT"] as const
+const VALID_STATUSES = ["PENDING", "AWAITING_ATTENDANCE", "PAUSED", "RESOLVED"] as const
+const VALID_TIME_MODES = ["business", "calendar"] as const
+
+type CompanySlaRuleInput = {
+  priority: string
+  categoryId?: string | null
+  responseTargetMinutes?: number | null
+  responseMode?: string | null
+  solutionTargetMinutes?: number | null
+  solutionMode?: string | null
+  alertThreshold?: number | null
+  pauseStatuses?: string[] | null
+  calendarType?: string | null
+}
+
+const ruleInput = v.object({
+  priority: v.string(),
+  categoryId: v.optional(v.union(v.id("ticketCategories"), v.null())),
+  responseTargetMinutes: v.optional(v.number()),
+  responseMode: v.optional(v.string()),
+  solutionTargetMinutes: v.optional(v.number()),
+  solutionMode: v.optional(v.string()),
+  alertThreshold: v.optional(v.number()),
+  pauseStatuses: v.optional(v.array(v.string())),
+  calendarType: v.optional(v.string()),
+})
+
+function normalizePriority(value: string) {
+  const upper = value.trim().toUpperCase()
+  return PRIORITY_VALUES.includes(upper as (typeof PRIORITY_VALUES)[number]) ? upper : "DEFAULT"
+}
+
+function sanitizeTime(value?: number | null) {
+  if (typeof value !== "number" || !Number.isFinite(value) || value <= 0) return undefined
+  return Math.round(value)
+}
+
+function normalizeMode(value?: string | null) {
+  if (!value) return "calendar"
+  const normalized = value.toLowerCase()
+  return VALID_TIME_MODES.includes(normalized as (typeof VALID_TIME_MODES)[number]) ? normalized : "calendar"
+}
+
+function normalizeThreshold(value?: number | null) {
+  if (typeof value !== "number" || Number.isNaN(value)) {
+    return 0.8
+  }
+  const clamped = Math.min(Math.max(value, 0.1), 0.95)
+  return Math.round(clamped * 100) / 100
+}
+
+function normalizePauseStatuses(value?: string[] | null) {
+  if (!Array.isArray(value)) return ["PAUSED"]
+  const normalized = new Set<string>()
+  for (const status of value) {
+    if (typeof status !== "string") continue
+    const upper = status.trim().toUpperCase()
+    if (VALID_STATUSES.includes(upper as (typeof VALID_STATUSES)[number])) {
+      normalized.add(upper)
+    }
+  }
+  if (normalized.size === 0) {
+    normalized.add("PAUSED")
+  }
+  return Array.from(normalized)
+}
+
+// Lista todas as empresas que possuem SLA customizado
+export const listCompaniesWithCustomSla = query({
+  args: {
+    tenantId: v.string(),
+    viewerId: v.id("users"),
+  },
+  handler: async (ctx, { tenantId, viewerId }) => {
+    await requireAdmin(ctx, viewerId, tenantId)
+
+    // Busca todas as configurações de SLA por empresa
+    const allSettings = await ctx.db
+      .query("companySlaSettings")
+      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId))
+      .take(1000)
+
+    // Agrupa por companyId para evitar duplicatas
+    const companyIds = [...new Set(allSettings.map((s) => s.companyId))]
+
+    // Busca dados das empresas
+    const companies = await Promise.all(
+      companyIds.map(async (companyId) => {
+        const company = await ctx.db.get(companyId)
+        if (!company) return null
+        const rulesCount = allSettings.filter((s) => s.companyId === companyId).length
+        return {
+          companyId,
+          companyName: company.name,
+          companySlug: company.slug,
+          rulesCount,
+        }
+      })
+    )
+
+    return companies.filter(Boolean)
+  },
+})
+
+// Busca as regras de SLA de uma empresa específica
+export const get = query({
+  args: {
+    tenantId: v.string(),
+    viewerId: v.id("users"),
+    companyId: v.id("companies"),
+  },
+  handler: async (ctx, { tenantId, viewerId, companyId }) => {
+    await requireAdmin(ctx, viewerId, tenantId)
+
+    const company = await ctx.db.get(companyId)
+    if (!company || company.tenantId !== tenantId) {
+      throw new ConvexError("Empresa não encontrada")
+    }
+
+    const records = await ctx.db
+      .query("companySlaSettings")
+      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
+      .take(100)
+
+    // Busca nomes das categorias referenciadas
+    const categoryIds = [...new Set(records.filter((r) => r.categoryId).map((r) => r.categoryId!))]
+    const categories = await Promise.all(categoryIds.map((id) => ctx.db.get(id)))
+    const categoryNames = new Map(
+      categories.filter(Boolean).map((c) => [c!._id, c!.name])
+    )
+
+    return {
+      companyId,
+      companyName: company.name,
+      rules: records.map((record) => ({
+        priority: record.priority,
+        categoryId: record.categoryId ?? null,
+        categoryName: record.categoryId ? categoryNames.get(record.categoryId) ?? null : null,
+        responseTargetMinutes: record.responseTargetMinutes ?? null,
+        responseMode: record.responseMode ?? "calendar",
+        solutionTargetMinutes: record.solutionTargetMinutes ?? null,
+        solutionMode: record.solutionMode ?? "calendar",
+        alertThreshold: record.alertThreshold ?? 0.8,
+        pauseStatuses: record.pauseStatuses ?? ["PAUSED"],
+      })),
+    }
+  },
+})
+
+// Salva as regras de SLA de uma empresa
+export const save = mutation({
+  args: {
+    tenantId: v.string(),
+    actorId: v.id("users"),
+    companyId: v.id("companies"),
+    rules: v.array(ruleInput),
+  },
+  handler: async (ctx, { tenantId, actorId, companyId, rules }) => {
+    await requireAdmin(ctx, actorId, tenantId)
+
+    const company = await ctx.db.get(companyId)
+    if (!company || company.tenantId !== tenantId) {
+      throw new ConvexError("Empresa não encontrada")
+    }
+
+    // Valida categorias referenciadas
+    for (const rule of rules) {
+      if (rule.categoryId) {
+        const category = await ctx.db.get(rule.categoryId)
+        if (!category || category.tenantId !== tenantId) {
+          throw new ConvexError(`Categoria inválida: ${rule.categoryId}`)
+        }
+      }
+    }
+
+    const sanitized = sanitizeRules(rules)
+
+    // Remove regras existentes da empresa
+    const existing = await ctx.db
+      .query("companySlaSettings")
+      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
+      .take(100)
+
+    await Promise.all(existing.map((record) => ctx.db.delete(record._id)))
+
+    // Insere novas regras
+    const now = Date.now()
+    for (const rule of sanitized) {
+      await ctx.db.insert("companySlaSettings", {
+        tenantId,
+        companyId,
+        categoryId: rule.categoryId ?? undefined,
+        priority: rule.priority,
+        responseTargetMinutes: rule.responseTargetMinutes,
+        responseMode: rule.responseMode,
+        solutionTargetMinutes: rule.solutionTargetMinutes,
+        solutionMode: rule.solutionMode,
+        alertThreshold: rule.alertThreshold,
+        pauseStatuses: rule.pauseStatuses,
+        calendarType: rule.calendarType ?? undefined,
+        createdAt: now,
+        updatedAt: now,
+        actorId,
+      })
+    }
+
+    return { ok: true }
+  },
+})
+
+// Remove todas as regras de SLA de uma empresa
+export const remove = mutation({
+  args: {
+    tenantId: v.string(),
+    actorId: v.id("users"),
+    companyId: v.id("companies"),
+  },
+  handler: async (ctx, { tenantId, actorId, companyId }) => {
+    await requireAdmin(ctx, actorId, tenantId)
+
+    const company = await ctx.db.get(companyId)
+    if (!company || company.tenantId !== tenantId) {
+      throw new ConvexError("Empresa não encontrada")
+    }
+
+    const existing = await ctx.db
+      .query("companySlaSettings")
+      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
+      .take(100)
+
+    await Promise.all(existing.map((record) => ctx.db.delete(record._id)))
+
+    return { ok: true }
+  },
+})
+
+function sanitizeRules(rules: CompanySlaRuleInput[]) {
+  // Chave única: categoryId + priority
+  const normalized: Map<string, ReturnType<typeof buildRule>> = new Map()
+
+  for (const rule of rules) {
+    const built = buildRule(rule)
+    const key = `${built.categoryId ?? "ALL"}-${built.priority}`
+    normalized.set(key, built)
+  }
+
+  return Array.from(normalized.values())
+}
+
+function buildRule(rule: CompanySlaRuleInput) {
+  const priority = normalizePriority(rule.priority)
+  const responseTargetMinutes = sanitizeTime(rule.responseTargetMinutes)
+  const solutionTargetMinutes = sanitizeTime(rule.solutionTargetMinutes)
+
+  return {
+    priority,
+    categoryId: rule.categoryId ?? null,
+    responseTargetMinutes,
+    responseMode: normalizeMode(rule.responseMode),
+    solutionTargetMinutes,
+    solutionMode: normalizeMode(rule.solutionMode),
+    alertThreshold: normalizeThreshold(rule.alertThreshold),
+    pauseStatuses: normalizePauseStatuses(rule.pauseStatuses),
+    calendarType: rule.calendarType ?? null,
+  }
+}
diff --git a/convex/schema.ts b/convex/schema.ts
index a6beda2..ac9ae2d 100644
--- a/convex/schema.ts
+++ b/convex/schema.ts
@@ -594,6 +594,29 @@ export default defineSchema({
     .index("by_tenant_category_priority", ["tenantId", "categoryId", "priority"])
     .index("by_tenant_category", ["tenantId", "categoryId"]),
 
+  // SLA por empresa - permite configurar políticas de SLA específicas por cliente
+  // Quando um ticket é criado, o sistema busca primeiro aqui antes de usar categorySlaSettings
+  companySlaSettings: defineTable({
+    tenantId: v.string(),
+    companyId: v.id("companies"),
+    // Se categoryId for null, aplica-se a todas as categorias da empresa
+    categoryId: v.optional(v.id("ticketCategories")),
+    priority: v.string(), // URGENT, HIGH, MEDIUM, LOW, DEFAULT
+    responseTargetMinutes: v.optional(v.number()),
+    responseMode: v.optional(v.string()), // "business" | "calendar"
+    solutionTargetMinutes: v.optional(v.number()),
+    solutionMode: v.optional(v.string()), // "business" | "calendar"
+    alertThreshold: v.optional(v.number()), // 0.1 a 0.95 (ex: 0.8 = 80%)
+    pauseStatuses: v.optional(v.array(v.string())),
+    calendarType: v.optional(v.string()),
+    createdAt: v.number(),
+    updatedAt: v.number(),
+    actorId: v.optional(v.id("users")),
+  })
+    .index("by_tenant_company", ["tenantId", "companyId"])
+    .index("by_tenant_company_category", ["tenantId", "companyId", "categoryId"])
+    .index("by_tenant_company_category_priority", ["tenantId", "companyId", "categoryId", "priority"]),
+
   ticketFields: defineTable({
     tenantId: v.string(),
     key: v.string(),
diff --git a/convex/tickets.ts b/convex/tickets.ts
index 5fb123d..8ab5ebe 100644
--- a/convex/tickets.ts
+++ b/convex/tickets.ts
@@ -272,25 +272,74 @@ async function resolveTicketSlaSnapshot(
   ctx: AnyCtx,
   tenantId: string,
   category: Doc<"ticketCategories"> | null,
-  priority: string
+  priority: string,
+  companyId?: Id<"companies"> | null
 ): Promise<TicketSlaSnapshot | null> {
   if (!category) {
     return null;
   }
   const normalizedPriority = priority.trim().toUpperCase();
-  const rule =
-    (await ctx.db
-      .query("categorySlaSettings")
-      .withIndex("by_tenant_category_priority", (q) =>
-        q.eq("tenantId", tenantId).eq("categoryId", category._id).eq("priority", normalizedPriority)
+
+  // 1. Primeiro, tenta buscar SLA específico da empresa (se companyId foi informado)
+  let rule: {
+    responseTargetMinutes?: number;
+    responseMode?: string;
+    solutionTargetMinutes?: number;
+    solutionMode?: string;
+    alertThreshold?: number;
+    pauseStatuses?: string[];
+  } | null = null;
+
+  if (companyId) {
+    // Tenta: empresa + categoria + prioridade
+    rule = await ctx.db
+      .query("companySlaSettings")
+      .withIndex("by_tenant_company_category_priority", (q) =>
+        q.eq("tenantId", tenantId).eq("companyId", companyId).eq("categoryId", category._id).eq("priority", normalizedPriority)
       )
-      .first()) ??
-    (await ctx.db
-      .query("categorySlaSettings")
-      .withIndex("by_tenant_category_priority", (q) =>
-        q.eq("tenantId", tenantId).eq("categoryId", category._id).eq("priority", "DEFAULT")
-      )
-      .first());
+      .first();
+
+    // Fallback: empresa + categoria + DEFAULT
+    if (!rule) {
+      rule = await ctx.db
+        .query("companySlaSettings")
+        .withIndex("by_tenant_company_category_priority", (q) =>
+          q.eq("tenantId", tenantId).eq("companyId", companyId).eq("categoryId", category._id).eq("priority", "DEFAULT")
+        )
+        .first();
+    }
+
+    // Fallback: empresa + todas categorias (categoryId null) + prioridade
+    if (!rule) {
+      const allCategoriesRules = await ctx.db
+        .query("companySlaSettings")
+        .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
+        .filter((q) => q.eq(q.field("categoryId"), undefined))
+        .take(10);
+
+      rule = allCategoriesRules.find((r) => r.priority === normalizedPriority) ??
+             allCategoriesRules.find((r) => r.priority === "DEFAULT") ??
+             null;
+    }
+  }
+
+  // 2. Se não encontrou SLA da empresa, usa SLA da categoria (comportamento padrão)
+  if (!rule) {
+    rule =
+      (await ctx.db
+        .query("categorySlaSettings")
+        .withIndex("by_tenant_category_priority", (q) =>
+          q.eq("tenantId", tenantId).eq("categoryId", category._id).eq("priority", normalizedPriority)
+        )
+        .first()) ??
+      (await ctx.db
+        .query("categorySlaSettings")
+        .withIndex("by_tenant_category_priority", (q) =>
+          q.eq("tenantId", tenantId).eq("categoryId", category._id).eq("priority", "DEFAULT")
+        )
+        .first());
+  }
+
   if (!rule) {
     return null;
   }
@@ -2325,7 +2374,7 @@ export const create = mutation({
       avatarUrl: requester.avatarUrl ?? undefined,
       teams: requester.teams ?? undefined,
     }
-    const slaSnapshot = await resolveTicketSlaSnapshot(ctx, args.tenantId, category as Doc<"ticketCategories"> | null, args.priority)
+    // Resolve a empresa primeiro para poder verificar SLA específico
     let companyDoc = requester.companyId ? (await ctx.db.get(requester.companyId)) : null
     if (!companyDoc && machineDoc?.companyId) {
       const candidateCompany = await ctx.db.get(machineDoc.companyId)
@@ -2337,6 +2386,8 @@ export const create = mutation({
       ? { name: companyDoc.name, slug: companyDoc.slug, isAvulso: companyDoc.isAvulso ?? undefined }
       : undefined
     const resolvedCompanyId = companyDoc?._id ?? requester.companyId ?? undefined
+    // Resolve SLA passando companyId para verificar regras específicas da empresa
+    const slaSnapshot = await resolveTicketSlaSnapshot(ctx, args.tenantId, category as Doc<"ticketCategories"> | null, args.priority, resolvedCompanyId)
 
     let checklist = manualChecklist
     for (const templateId of args.checklistTemplateIds ?? []) {
diff --git a/src/components/automations/automations-manager.tsx b/src/components/automations/automations-manager.tsx
index 9806681..86f08a7 100644
--- a/src/components/automations/automations-manager.tsx
+++ b/src/components/automations/automations-manager.tsx
@@ -2,7 +2,7 @@
 
 import { useMemo, useState } from "react"
 import { useMutation, useQuery } from "convex/react"
-import { History, MoreHorizontal, Pencil, Plus, Trash2 } from "lucide-react"
+import { AlertTriangle, History, MoreHorizontal, Pencil, Plus, Trash2 } from "lucide-react"
 import { toast } from "sonner"
 
 import { api } from "@/convex/_generated/api"
@@ -12,7 +12,7 @@ import { DEFAULT_TENANT_ID } from "@/lib/constants"
 import { Badge } from "@/components/ui/badge"
 import { Button } from "@/components/ui/button"
 import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
-import { Dialog, DialogTrigger } from "@/components/ui/dialog"
+import { Dialog, DialogContent, DialogDescription, DialogHeader, DialogTitle, DialogTrigger } from "@/components/ui/dialog"
 import { DropdownMenu, DropdownMenuContent, DropdownMenuItem, DropdownMenuTrigger } from "@/components/ui/dropdown-menu"
 import { Input } from "@/components/ui/input"
 import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
@@ -81,6 +81,9 @@ export function AutomationsManager() {
   const [editing, setEditing] = useState<AutomationRow | null>(null)
   const [runsOpen, setRunsOpen] = useState(false)
   const [runsAutomation, setRunsAutomation] = useState<AutomationRow | null>(null)
+  const [deleteOpen, setDeleteOpen] = useState(false)
+  const [deletingAutomation, setDeletingAutomation] = useState<AutomationRow | null>(null)
+  const [deleteLoading, setDeleteLoading] = useState(false)
 
   const list = useQuery(
     api.automations.list,
@@ -134,19 +137,27 @@ export function AutomationsManager() {
     }
   }
 
-  const handleDelete = async (row: AutomationRow) => {
-    if (!convexUserId) return
-    const ok = confirm(`Excluir a automação "${row.name}"?`)
-    if (!ok) return
+  const handleDeleteClick = (row: AutomationRow) => {
+    setDeletingAutomation(row)
+    setDeleteOpen(true)
+  }
+
+  const handleDeleteConfirm = async () => {
+    if (!convexUserId || !deletingAutomation) return
+    setDeleteLoading(true)
     try {
       await removeAutomation({
         tenantId,
         viewerId: convexUserId as Id<"users">,
-        automationId: row.id,
+        automationId: deletingAutomation.id,
       })
       toast.success("Automação excluída")
+      setDeleteOpen(false)
+      setDeletingAutomation(null)
     } catch (error) {
       toast.error(error instanceof Error ? error.message : "Falha ao excluir automação")
+    } finally {
+      setDeleteLoading(false)
     }
   }
 
@@ -340,7 +351,7 @@ export function AutomationsManager() {
                               <Pencil className="size-4" />
                               Editar
                             </DropdownMenuItem>
-                            <DropdownMenuItem variant="destructive" onClick={() => handleDelete(row)} className="gap-2">
+                            <DropdownMenuItem variant="destructive" onClick={() => handleDeleteClick(row)} className="gap-2">
                               <Trash2 className="size-4" />
                               Excluir
                             </DropdownMenuItem>
@@ -355,6 +366,31 @@ export function AutomationsManager() {
           </div>
         )}
       </CardContent>
+
+      {/* Modal de confirmação de exclusão */}
+      <Dialog open={deleteOpen} onOpenChange={(open) => {
+        setDeleteOpen(open)
+        if (!open) setDeletingAutomation(null)
+      }}>
+        <DialogContent className="max-w-md">
+          <DialogHeader>
+            <DialogTitle className="flex items-center gap-2 text-destructive">
+              <AlertTriangle className="size-5" /> Excluir automação
+            </DialogTitle>
+            <DialogDescription>
+              Esta ação é permanente e removerá a automação <span className="font-semibold text-neutral-700">&quot;{deletingAutomation?.name}&quot;</span> e todo o seu histórico de execuções.
+            </DialogDescription>
+          </DialogHeader>
+          <div className="flex justify-end gap-2 pt-2">
+            <Button variant="outline" onClick={() => setDeleteOpen(false)} disabled={deleteLoading}>
+              Cancelar
+            </Button>
+            <Button variant="destructive" onClick={handleDeleteConfirm} disabled={deleteLoading} className="gap-2">
+              {deleteLoading ? "Excluindo..." : (<><Trash2 className="size-4" /> Excluir</>)}
+            </Button>
+          </div>
+        </DialogContent>
+      </Dialog>
     </Card>
   )
 }