Configure Service Level Agreement (SLA)

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.

• Service Level Agreement (SLA) definition
  An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks.