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            SLA Policy for Problem for IT Services

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            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.

            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 Root Cause Completion Time 24 hours Status: Fix In Progress, Resolved, Closed, Known Error, Work In Progress, Pending Change Priority is not Critical
            High Root Cause Completion Time 48 hours Status: Fix In Progress, Resolved, Closed, Known Error, Work In Progress, Pending Change Priority is not High
             
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