Service Level Agreement (SLA) definition

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An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks.

An SLA definition record defines the timings, conditions, workflows, and other information required to create and progress task SLAs.

For example, the default Priority 1 resolution (8 hour) SLA Definition defines the Task SLAs to attach to incidents with a P1 - Critical priority, specifies appropriate conditions for those Task SLAs, and uses the default SLA workflow to create events such as to send a notification, when an incident's Task SLA reaches 50% of its allotted time.

Create an SLA definition You can create one or more Service Level Agreement (SLA) definitions and use them to create an SLA record. This SLA record enables you to use an SLA system for your organization's task. Flows for SLA Use the flow actions to send SLA notifications when the duration specified in the SLA definition is crossed. Workflows for SLA SLA typically uses workflows to send notifications. SLA duration types You can select one of two SLA duration types to define the length of time within which a task must be completed before the SLA is breached. Schedules within SLA Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time. SLA duration and schedules Schedules have an impact on the duration specified in an SLA definition. Time zones in SLAs You can specify the geographical time zone that is used for schedule calculation. SLA conditions SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed. SLA transitions SLA records pass through a series of transitions during processing. SLA condition rules SLA condition rules control how the different conditions you define in an SLA definition are combined to determine whether an SLA should attach, pause, complete, reattach, or cancel. Use SLA retroactive start and pause You can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.

Parent Topic: Configure Service Level Agreement (SLA)