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.
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 |
Root Cause Completion Time |
24 hours |
Status: Fix In Progress, Resolved, Closed, Known Error, Work In Progress, Pending Change |
Priority is not Critical |
| High |
Root Cause Completion Time |
48 hours |
Status: Fix In Progress, Resolved, Closed, Known Error, Work In Progress, Pending Change |
Priority is not High |
