<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 2025" /><meta name="DC.rights.owner" content="(C) Copyright 2025" /><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/concept/configuring-service-level-management.html" /><meta name="DC.relation" scheme="URI" content="../../../product/it-service-management/reference/r_ITServiceManagement.html" /><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="../../../product/service-level-management/concept/c_SLADefinitions.html" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2023-08-03" /><meta name="DC.date.modified" content="2024-02-01" /><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="https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/it-service-management/reference/r_ITServiceManagement.html" title="The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform.">IT Service Management</a> > <a class="link" href="https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/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> <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="https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/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></ul> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-management/concept/configuring-service-level-management.html" title="You can configure various aspects of Service Level Management based on the specific requirements of your organization.">Configuring Service Level Management</a></div> </div> </div></body></html></div>