--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined Service Level Management release notes for upgrades from Yokohama to Zurich # Combined Service Level Management release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Service Level Management release notes for upgrades from Yokohama to Zurich This consolidated release note provides ServiceNow customers with essential information on upgrading Service Level Management (SLM) from the Yokohama release to the Zurich release. It covers new features, changes, deprecations, activation details, and accessibility improvements relevant to this upgrade path. Show full answer Show less ## New Features * **First to Breach SLA Timer Configuration:** In Zurich, you can now configure the SLA timer specifically for the First to Breach source on both target-based and advanced condition-based SLAs. This enhancement helps you proactively monitor and manage SLA breaches and response times on incident records. ## Changes * **Coral Theme Introduction:** The Zurich release introduces Coral as the new default theme for portals, web, and mobile experiences when using Next Experience or Core UI. This theme offers a fresh, brand-neutral visual style and includes a dark theme option for web and mobile, improving usability and reducing eye strain. ## Deprecations * **Workflows Replaced by Flows:** Since Yokohama, Service Level Management workflows have been removed and replaced by Flow Designer flows for new customers. Existing customers using workflows remain unaffected. Flow Designer offers customization and extension capabilities through ServiceNow Workflow Studio. ## Activation and Requirements * Service Level Management remains an AI Platform feature and is active by default in both Yokohama and Zurich releases. * There are no additional requirements or browser changes introduced between Yokohama and Zurich for SLM. ## Accessibility * The new Coral theme's dark mode option improves accessibility by reducing eye strain and enhancing readability for web and mobile users. ## Practical Impact for ServiceNow Customers * Upgrading to Zurich enables you to better track and manage SLA breaches with the First to Breach SLA timer configuration. * The updated Coral theme modernizes the user interface, offering improved aesthetics and accessibility options that can enhance user satisfaction and productivity. * Transition from traditional workflows to Flow Designer flows allows more flexible, maintainable, and customizable SLA automation processes. Consolidated page of all release notes for Service Level Management from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Service Level Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Service Level Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicelevelmanagement-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Service Level Management. {#dfrn3-servicelevelmanagement-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Configure the SLA timer for the First to breach source](https://www.servicenow.com/docs/access?context=sla-timer-configurations&family=zurich&ft:locale=en-US) : Keep up with your service level expectations on incidents by configuring a First to Breach SLA timer for target-based and advanced condition-based SLAs. These configurations help you stay on top of breaches and response times. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Service Level Management features. {#dfrn3-servicelevelmanagement-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | [ ] ## Removed Between your current release family and Zurich, some Service Level Management features or functionality were removed. {#dfrn3-servicelevelmanagement-summary__entry__20} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Service Level Management features or functionality were deprecated. {#dfrn3-servicelevelmanagement-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | Service Level Management workflows have been removed and replaced by flows for new customers. Existing customers that use these workflows are unaffected. The flows are available to both new and existing customers. You can use ServiceNow® Workflow Studio to customize or extend these flows. For more information, see [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer&family=yokohama&ft:locale=en-US). | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Service Level Management. {#dfrn3-servicelevelmanagement-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | Activation information : Service Level Management is a ServiceNow AI Platform feature that is active by default. | | Zurich | Activation information : Service Level Management is a ServiceNow AI Platform feature that is active by default. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Service Level Management we have noted them here. {#dfrn3-servicelevelmanagement-summary__entry__38} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Service Level Management we have noted them here. {#dfrn3-servicelevelmanagement-summary__entry__44} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Service Level Management, such as specific requirements or compliance levels. {#dfrn3-servicelevelmanagement-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | [ ] ## Localization information If there are specific localization considerations for Service Level Management we have noted them here. {#dfrn3-servicelevelmanagement-summary__entry__56} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Service Level Management we have noted them here. {#dfrn3-servicelevelmanagement-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | Use Workflow Studio to build and automate the workflows for Service Level Management. See [Service Level Management](https://www.servicenow.com/docs/access?context=service-level-mgmt-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Coral is the new default theme for Next Experience and Core UI, offering a more modern experience. * SLA Timer Configuration supports target-based First to Breach SLA and advance condition-based First to Breach SLA. See [Service Level Management](https://www.servicenow.com/docs/access?context=service-level-mgmt-landing-page&family=zurich&ft:locale=en-US) for more information. | [ ]