---
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 :

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workflow :

    - Technology


---

# Using Service Level Management

# Using Service Level Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Service Level Agreement (SLA) 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.
* **[SLA calculation](https://www.servicenow.com/docs/A9N58hqbOijNz~6Qva5_eA)**   
  SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background.
* **[Repair Service Level Agreement (SLA)](https://www.servicenow.com/docs/tOL5swjkNrNc6IJsyY7HEQ)**   
  SLA Administrators can repair SLA records to ensure SLA timing and duration information is accurate.
* **[View SLA timeline](https://www.servicenow.com/docs/wbatnn0rlx0MgLU6luOObw)**   
  View an SLA timeline to review its details and its progress over time.
* **[Add custom business rules to Service Level Agreement (SLA)](https://www.servicenow.com/docs/6YvFXEHrQKco~uYr23jwNg)**   
  You can add custom business rules to your SLAs.
* **[Add custom business rules to Service Level Agreement (SLA) considerations](https://www.servicenow.com/docs/FFUPKrvQy3Jr3gEuVuqRmw)**   
  Prior to adding custom business rules to the task SLA table, you must consider a few points regarding the processing and calculation of the task SLA based on your organization's needs.
* **[Monitoring Service Level Agreement (SLA)](https://www.servicenow.com/docs/1MaN7w6I3CWcexIit7ysMQ)**   
  You can view the details for every task SLA record created for a task.