<h2>Configure Service Level Agreement (SLA)</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2023" /><meta name="DC.rights.owner" content="(C) Copyright 2023" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="concept" /><meta name="DC.title" content="Configure Service Level Agreement (SLA)" /><meta name="abstract" content="Configure SLAs to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers." /><meta name="description" content="Configure SLAs to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers." /><meta name="DC.relation" scheme="URI" content="../../../product/service-level-management/reference/service-level-mgmt-landing-page.html" /><meta name="DC.relation" scheme="URI" content="../../../administer/general/concept/intro-now-platform-landing.html" /><meta name="DC.relation" scheme="URI" content="../../../administer/general/concept/config-now-platform-core-features.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-level-management/concept/c_SLADefinitions.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-level-management/task/t_ConfigureSLAProperties.html#t_ConfigureSLAProperties" /><meta name="DC.relation" scheme="URI" content="../../../product/service-level-management/task/t_SLAProcessExample.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-level-management/task/t_AddCustomBusinessRulesToSLAs.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-level-management/reference/r_AddCustomBusRuleToSLACons.html" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2023-02-02" /><meta name="DC.date.modified" content="2023-02-02" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="c_ConfigureSLAs" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Configure Service Level Agreement (SLA)</title></head><body id="c_ConfigureSLAs"> <div class="breadcrumb"><a class="link" href="../../../administer/general/concept/intro-now-platform-landing.html" title="As a platform administrator, you have the power of the Now Platform at your fingertips. The Now Platform is an application platform as a service that automates business processes across the enterprise.">Administer the Now Platform</a> > <a class="link" href="../../../administer/general/concept/config-now-platform-core-features.html" title="The Now Platform provides for a multitude of customization options to your applications. Customize your UI, handle user and data administration, and localize your instance for time zones, currencies, and more.">Configure Now Platform Core Features</a> > </div> <h1 class="title topictitle1" id="ariaid-title1">Configure Service Level Agreement (SLA)</h1> <p class="shortdesc">Configure SLAs to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers.</p> <div class="related-links"> <ul class="ullinks"><li class="link ulchildlink"><strong><a href="../../../product/service-level-management/concept/c_SLADefinitions.html">Service Level Agreement (SLA) definition</a></strong><br /> An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks.</li><li class="link ulchildlink"><strong><a href="../../../product/service-level-management/task/t_ConfigureSLAProperties.html#t_ConfigureSLAProperties">Configure Service Level Agreement (SLA) properties</a></strong><br /> You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.</li><li class="link ulchildlink"><strong><a href="../../../product/service-level-management/task/t_SLAProcessExample.html">Service Level Agreement (SLA) process example</a></strong><br /> As work is done on the relevant task, the SLA may change stage appropriately, depending on the information defined for that SLA in the relevant SLA definition. </li><li class="link ulchildlink"><strong><a href="../../../product/service-level-management/task/t_AddCustomBusinessRulesToSLAs.html">Add custom business rules to Service Level Agreement (SLA)</a></strong><br /> You can add custom business rules to your SLAs.</li><li class="link ulchildlink"><strong><a href="../../../product/service-level-management/reference/r_AddCustomBusRuleToSLACons.html">Add custom business rules to Service Level Agreement (SLA) considerations</a></strong><br /> Prior adding custom business rules to the task SLA table, you must consider a few points regarding the processing and calculation of the task SLA based on your organization’s needs.</li></ul> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="../../../product/service-level-management/reference/service-level-mgmt-landing-page.html" title="The ServiceNow Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs).">Service Level Management</a></div> </div> </div></body></html></div>