SLA duration

You can select one of two SLA durations types to define the length of time within which a task must be completed before the SLA is breached. If an SLA schedule is defined, the duration works in conjunction with the schedule.

When you define an SLA, you can select either a user specified duration or a relative duration.

User specified duration
Specifies a static duration period, such as 8 hours, often in conjunction with a business schedule.
Relative duration
Specifies a duration relative to the start time of the task SLA and is defined using a script. For example, you can select a relative duration such as End of next business day or Next business day by 4pm.

If a schedule is selected in the SLA definition, the SLA duration will work in conjunction with the SLA schedule. For example, an SLA might have a user-specified duration of 16 hours with the schedule as 8-5 weekdays. If this SLA starts to run for a task at 8:00 am, then it will breach at 5:00 pm.