---
schema_version: "1"
id: 6174bdf09a55bc223b2283eac6f43733b4b010509e83cfac8ec7737b528ea860
title: SLA Policies
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_policy_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_policy_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a9dab16c00bfeacc314ee6e416e25eebacdd4dcdff49d583889d803a85320d06
description: SLA Policies (known as entitlement process in the older setup experience) are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers.
products:
  - Service Cloud
release: "264"
---
# SLA Policies

SLA Policies (known as entitlement process in the older setup experience) are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Not all entitlements require SLA policies. For example, an entitlement might just state that a customer is eligible for phone support and business hours define phone support to be 24/7. If you need to add more to that definition—for example, if certain people must be emailed after a customer's case goes unresolved for two hours—use an SLA policy.

![Set up an entitlement process](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/sla_policy_setup.png)

- **[Set Up SLA Policies](https://help.salesforce.com/s/articleView?id=service.entitlements_process_set_up.htm&release=264.0.0&type=5)**  
    SLA policies are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an SLA policy to apply to entitlements in your Salesforce org.
- **[Work with SLA Policies](https://help.salesforce.com/s/articleView?id=service.sla_policy_overview.htm&release=264.0.0&type=5)**  
    SLA policies help you provide a consistent level of support to your customers. Learn how SLA policies work and how to update them.