Set Up Service-Level Agreements

A service-level agreement (SLA) is a commitment between you and your customer. Manage your service-level agreements with service contracts, entitlements, and milestones.

• Set Up and Manage Entitlements and Milestones
  Give your customers the level of support you’ve promised them. Entitlement management lets you define, enforce, and track customer service levels as part of your support management process.
• Simplified SLA Setup: Configure Entitlements and Milestones
  Configure SLA Management (previously Entitlement Management) with fewer steps with a simplified user interface. The new configuration interface is more intuitive and accessible, reduces implementation efforts, and improves the overall user experience.