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            Predefined SLA Policies for IT Services

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            Predefined SLA Policies for IT Services

            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Enterprise editions with Agentforce IT Service.
            • 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.
            • SLA Policy for Problem for IT Services
              The Standard Support for Problem SLA policy is linked to standard Problems entitlement and applies to problem records under default business hours, starting upon record creation. The policy primarily focuses on the Root Cause Completion Time milestone, with different targets based on the problem's priority.
            • SLA Policy for Change Request for IT Services
              The Standard Support for Change Request SLA policy applies to change request records during default business hours, governed by the Change Requests entitlement. This policy takes effect upon change request record creation. The primary focus of this policy is the Acknowledging Change milestone.
             
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