---
schema_version: "1"
id: 68c075b80dd27555fc53656874a9c6f642601a8e8de18eec743c09e0176d0476
title: Set Up SLA Policies
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_process_set_up.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_process_set_up.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a6299572e16daf27f6f043775f158fd953564d255ed79783de3d0190a7b6d7e8
description: SLA policies are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an SLA policy to apply to entitlements in your Salesforce org.
products:
  - Service Cloud
release: "264"
---
# Set Up SLA Policies

SLA policies are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an SLA policy to apply to entitlements in your Salesforce org.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- **[Create an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_create.htm&release=264.0.0&type=5)**  
    Create an SLA policy to give support reps a timeline of required steps to follow when solving support records. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers.
- **[Customize SLA Policy Fields](https://help.salesforce.com/s/articleView?id=service.sla_policy_fields.htm&release=264.0.0&type=5)**  
    If you intend to use SLA policies in your Salesforce org, customize page layouts to ensure that support reps can see and interact with SLA policies.
- **[Add a Milestone to an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_adding_sla.htm&release=264.0.0&type=5)**  
    Add milestones to SLA policies to define required steps in your support process.
- **[Add a Milestone Action to an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_milestone_actions.htm&release=264.0.0&type=5)**  
    Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an SLA policy. After you create an SLA policy and add milestones to it, add milestone actions to the milestones.
- **[Apply an SLA Policy to an Entitlement](https://help.salesforce.com/s/articleView?id=service.sla_policy_apply.htm&release=264.0.0&type=5)**  
    You’ve created an SLA policy; now it’s time to use it! Apply an SLA policy to a customer’s entitlement so all support records linked to the entitlement use that policy.