Predefined service-level agreement (SLA) policies for incidents, problems, and change
requests are included with IT services to facilitate your service management processes. These
policies streamline your setup, ensuring consistent service levels without the need for
extensive configuration from scratch.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
- 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.
- SLA Policy for Problem for IT Services
The Standard Support for Problem SLA policy is linked to standard Problems entitlement and applies to problem records under default business hours, starting upon record creation. The policy primarily focuses on the Root Cause Completion Time milestone, with different targets based on the problem's priority.
- 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.
