---
schema_version: "1"
id: 817562949faed1cf83f38b1af75e2da6719685a8a1203e21182085ef2531d886
title: SLA Policy for Incident 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_incident_sla.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_incident_sla.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2199456df5523e7333fe603946d9647e2fdeafd31ac44e86a68f181c84eecf53
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# SLA Policy for Incident for IT Services

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

<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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:20%">
        <col style="width:20%">
        <col style="width:20%">
        <col style="width:20%">
        <col style="width:20%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e77">Priority</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e80">Milestone</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e83">SLA Trigger Time</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e86">Completion Criteria</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e89">Cancellation Criteria</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Priority" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d36692e77 ">Critical</td>

          <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Acknowledge Within</td>

          <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">30 minutes</td>

          <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td>

          <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is not Critical</td>

        </tr>
        <tr class="">
          <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Resolve Within</td>

          <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">2 hours</td>

          <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td>

          <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is not Critical</td>

        </tr>
        <tr class="">
          <td data-label="Priority" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d36692e77 ">High</td>

          <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Acknowledge Within</td>

          <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">1 hour</td>

          <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td>

          <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is not High</td>

        </tr>
        <tr class="">
          <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Resolve Within</td>

          <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">4 hours</td>

          <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td>

          <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is not High</td>

        </tr>
        <tr class="">
          <td data-label="Priority" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d36692e77 ">Other</td>

          <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Acknowledge Within</td>

          <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">4 hours</td>

          <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td>

          <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is High or Critical</td>

        </tr>
        <tr class="">
          <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Resolve Within</td>

          <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">16 hours</td>

          <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td>

          <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is High or Critical</td>

        </tr>
      </tbody>
    </table>