---
schema_version: "1"
id: 8ff5f7cdad9b42bf47fc447a475cc8568fa749bf6f8dfb19a8f2a336e2f19a2e
title: Work with SLAs and Milestones 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_sla_milestones_working.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_milestones_working.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1ba68b15f02daacc17660b7b58bef1a63d15924e930dcc574aa53046e2015450
description: Work with service-level agreements (SLAs) and milestones to define, track, and enforce service delivery standards for your IT teams. Use predefined SLA policies for common IT service requests or create your own custom policies.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Work with SLAs and Milestones for IT Services

Work with service-level agreements (SLAs) and milestones to define, track, and enforce service delivery standards for your IT teams. Use predefined SLA policies for common IT service requests or create your own custom policies.

### 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>

- **[Predefined SLA Policies for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predefined_sla_parent.htm&release=264.0.0&type=5)**  
    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.
- **[SLA Lifecycle in an IT Services Organization (Example)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_example.htm&release=264.0.0&type=5)**  
    This example shows how an IT admin at Cumulus Bank uses SLA Management to make sure that incidents, problems, and change requests are handled efficiently and according to service-level agreements (SLAs).