---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

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    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure Service Level Agreement (SLA)

# Configure Service Level Agreement (SLA) {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure SLAs to define a set amount of time for a task to reach a certain condition,
to ensure that incidents are closed or resolved according to the expectations set for
customers.

For more information on required roles and plugins, see [Installed with Service Level Management](https://www.servicenow.com/docs/Ost7M1ReM6zKCDtFKkOpTw#r_InstalledWithServiceLevelMgmt "Activating the Service Level Management plugin adds or modifies these components: tables, properties, UI actions, UI policies, script includes, client scripts, business rules, email notifications, scheduled jobs, and workflows.").
* **[Service Level Agreement (SLA) definition](https://www.servicenow.com/docs/Dec22cGGzGfSiFL1d33a8A)**   
  An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks.