The Standard Support for Incidents SLA policy applies to incident records during
business hours, governed by the Incident entitlement. This policy takes effect when the incident
record is created and ends when the record status reaches Resolved, Completed, or Closed. The
policy includes several key milestones based on the incident's priority.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
| Priority |
Milestone |
SLA Trigger Time |
Completion Criteria |
Cancellation Criteria |
| Critical |
Acknowledge Within |
30 minutes |
Status is Resolved, Completed, or Closed |
Priority is not Critical |
| Resolve Within |
2 hours |
Status is Resolved, Completed, or Closed |
Priority is not Critical |
| High |
Acknowledge Within |
1 hour |
Status is Resolved, Completed, or Closed |
Priority is not High |
| Resolve Within |
4 hours |
Status is Resolved, Completed, or Closed |
Priority is not High |
| Other |
Acknowledge Within |
4 hours |
Status is Resolved, Completed, or Closed |
Priority is High or Critical |
| Resolve Within |
16 hours |
Status is Resolved, Completed, or Closed |
Priority is High or Critical |
