I am our company's Service Level Manager so I am very familiar with the SLM process, as well as the importance of measuring, etc.   I manage the SLA definitions that are configured in the ServiceNow tool but we recently used the complimentary functionality of "SLA Conditions" - please see this documentation from the ServiceNow documentation site: Create a custom SLA condition rule.   So my question was to ask the community if anyone has used this specific functionality and if they ran into any issues.