---
schema_version: "1"
id: 4649d6258824fa163039cad215d771f417133199c8db802b22f0cd3db33a003e
title: Manage Incident SLAs with Entitlements and Milestones
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_manage_slas.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_manage_slas.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7f7fe62f2fc1546c60841987b6d4ee524a833aa2029dc0ca70540ea9af12c681
description: Stay on top of your support Service Level Agreements when an incident occurs.
products:
  - Service Cloud
release: "264"
---
# Manage Incident SLAs with Entitlements and Milestones

Stay on top of your support Service Level Agreements when an incident occurs.

### 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>

Track your time to resolution with these tools:

- Milestones
    - See an incident’s milestones from the incident record.
        
        ![Incident page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_page_layout.png)
- Entitlements
    - Assign an entitlement to an incident to start the milestone counter.
    - Click **Incident Paused** to pause the milestone counter.