---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Configure

# Configuring the Dispute Content Pack for US Regulations {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Dispute Content Pack for US Regulations includes predefined Service Level Agreement (SLA) definitions that align with Regulation E and Regulation Z. SLA durations are calculated from key dates such as the dispute reported date, task creation date, statement date, and billing cycle date.

## Service Level Agreement definitions {#configuring-the-dispute-content-pack-for-us-regulation__section_upk_t5w_njc}

Dispute Content Pack for US Regulations contains several predefined SLA definitions in accordance with Regulation E (Reg E) and Regulation Z (Reg Z).

SLA definitions can be found in your instance by navigating to AllService Level ManagementSLASLA Definitions.  
SLA durations are calculated based on one or more of the following dates:

* Dispute reported date
* Task creation date
* Statement date
* Billing cycle date

{#configuring-the-dispute-content-pack-for-us-regulation__ul_ym3_dxw_njc}  
Note:  
Billing cycle date and Statement date are retrieved from the financial account via core banking integrations.

An SLA will not trigger if the billing cycle days or statement generation date are empty. For more information, see [Billing cycle and statement generation days](https://www.servicenow.com/docs/cdv8AhjIxP4eoCVEayuWag "The billing cycle and statement generation day values are required for service level agreements (SLAs) to trigger on credit card dispute records. These values are stored in the Personal credit card account [sn_bom_credit_card] table and are accessible from the Account Parameters related list.").

SLA durations are calculated from key regulatory dates --- primarily the dispute reported date, and, for Reg Z, the statement date and billing cycle date. When a task is created after the dispute is reported (for example, provisional
credit), the elapsed time between the reported date and task creation is accounted for so the SLA still reflects the regulatory window.

For a full list of the predefined SLA definitions in Dispute Content Pack for US Regulations and their respective duration formulas, see [Service Level Agreement (SLA) definitions installed](https://www.servicenow.com/docs/o7nqur_BCZHoInld7O5bYg#components-installed-with-dispute-content-pack-for-us-regulation__section_orb_hxz_zbc).
**Related concepts**   

* [Billing cycle and statement generation days](https://www.servicenow.com/docs/cdv8AhjIxP4eoCVEayuWag "The billing cycle and statement generation day values are required for service level agreements (SLAs) to trigger on credit card dispute records. These values are stored in the Personal credit card account [sn_bom_credit_card] table and are accessible from the Account Parameters related list.")  
**Related topics**   

* [Service Level Agreement (SLA) definitions installed](https://www.servicenow.com/docs/o7nqur_BCZHoInld7O5bYg#components-installed-with-dispute-content-pack-for-us-regulation__section_orb_hxz_zbc)

*[\>]: and then