---
schema_version: "1"
id: 6b2a331808d30c698e89bbf7e3a80469a774770233d22262d569c7ccde84a995
title: SLA Policy for Problem 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_problem_sla.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_problem_sla.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 91c0c5bddd352d723fb8207b8b028d0d37159e645808b543afaffd423c482eeb
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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.

### 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>

    
| 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 |