---
schema_version: "1"
id: 13c40e5eca5a79db9a87345f310f3230feb8f49703fd9bfb3a3e2377c0420730
title: Updating an SLA Policy
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_versioning_overview.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_versioning_overview.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 52ee69796e1170bc2613d473988f7c6b5e7eb00e261608245eacd4c0130a99af
description: Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records.
products:
  - Service Cloud
release: "264"
---
# Updating an SLA Policy

Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and 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;"><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>

Use entitlement versioning if: You might find that an SLA policy needs to be updated seasonally, or that you need to roll back to a previous version.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note To create multiple versions of SLA policies, entitlement versioning must be enabled in your org. Select **Enable Entitlement Versioning** on the Entitlement Settings page in Setup.

When you create versions of SLA policies with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with.

- You want to make several versions of an SLA policy that have minor differences
- You want to update an SLA policy to reflect changes in your business processes

When you create a new version of an SLA policy, you can change any of the following:

- Name
- Description
- Whether the process is active
- Whether the version is the default
- Entry criteria
- Exit criteria

You can also add notes about the version. This makes it easy to differentiate between multiple versions of the same process, especially if they have the same name.

On new versions of SLA policies that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones.

After you create a version of an SLA policy, you can choose to activate it. Activating a version makes it the default, and all existing and new entitlements and support records start using this default version. All versions of an SLA policy must be the same type: Case or Work Order