---
schema_version: "1"
id: 4b07b86d3e306fe59506a3e79d31810d448f27ba44f21545a16535940df09a55
title: What Are SLA Policies, Entitlements, and Milestones?
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_sla_policies_explainer.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_policies_explainer.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cc8f2824d41d545894bb97f61598549bf253962e929d5fb6b37a316ccc599d32
description: Service-level agreement (SLA) policies, entitlements, and milestones are key components of IT service management. This topic defines these terms, explaining how they help define, enforce, and track service levels for support records.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# What Are SLA Policies, Entitlements, and Milestones?

Service-level agreement (SLA) policies, entitlements, and milestones are key components of IT service management. This topic defines these terms, explaining how they help define, enforce, and track service levels for support records.

### 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>

Before diving into the setup, it's helpful to understand the terminology:

## SLA Management

The overarching system for defining, enforcing, and tracking service levels. Previously known as Entitlement Management. See [What’s Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_about.htm&type=5&language=en_US).

## SLA Policies

The timelines that outline all the required steps (milestones) your support team must complete to resolve support records. Previously known as Entitlement Processes. See [SLA Policies](https://help.salesforce.com/s/articleView?id=service.sla_policy_parent.htm&type=5&language=en_US).

## Entitlements

The core agreements that define the customer support channels and types of support a user is entitled to receive. Entitlements also determine which SLA policies and support process apply to a support record.

## Operational Level Agreements

The internal agreements defined by a service provider to ensure that internal teams meet the SLAs. And OLAs can include one or more objectives or service targets that govern internal service commitments.

## Milestones

These are the specific, time-dependent steps within an SLA policy, such as Root Cause Completion Time for a problem. See [Milestones](https://help.salesforce.com/s/articleView?id=service.sla_milestones_parent.htm&type=5&language=en_US).

To streamline the configuration process, make sure Simplified SLA Setup is enabled. See [Simplified SLA Setup: Configure Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_simplified_sla_setup_parent.htm&type=5&language=en_US).