---
schema_version: "1"
id: e3190fe961836b05ab0d5929ebd1094d8cd5828c58ebf98c4292c53d97150a50
title: SLA Policy for Change Request for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_change_request_sla.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_change_request_sla.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9e284b31f0d18e9401c5c64fa0a8ccbe909789dfadc7b468146c396ef50a6e1f
description: The Standard Support for Change Request SLA policy applies to change request records during default business hours, governed by the Change Requests entitlement. This policy takes effect upon change request record creation. The primary focus of this policy is the Acknowledging Change milestone.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# SLA Policy for Change Request for IT Services

The Standard Support for Change Request SLA policy applies to change request records during default business hours, governed by the Change Requests entitlement. This policy takes effect upon change request record creation. The primary focus of this policy is the Acknowledging Change milestone.

### 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;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

    
| Action Type | Milestone | SLA Trigger Time | Completion Criteria | Cancellation Criteria |
| --- | --- | --- | --- | --- |
| Emergency | Acknowledging Change | 4 hours | Status is not New | Change Type is not Emergency |