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            SLA Policy for Incident for IT Services

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            SLA Policy for Incident for IT Services

            The Standard Support for Incidents SLA policy applies to incident records during business hours, governed by the Incident entitlement. This policy takes effect when the incident record is created and ends when the record status reaches Resolved, Completed, or Closed. The policy includes several key milestones based on the incident's priority.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            Priority Milestone SLA Trigger Time Completion Criteria Cancellation Criteria
            Critical Acknowledge Within 30 minutes Status is Resolved, Completed, or Closed Priority is not Critical
            Resolve Within 2 hours Status is Resolved, Completed, or Closed Priority is not Critical
            High Acknowledge Within 1 hour Status is Resolved, Completed, or Closed Priority is not High
            Resolve Within 4 hours Status is Resolved, Completed, or Closed Priority is not High
            Other Acknowledge Within 4 hours Status is Resolved, Completed, or Closed Priority is High or Critical
            Resolve Within 16 hours Status is Resolved, Completed, or Closed Priority is High or Critical
             
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            Salesforce Help | Article