Legacy SLA engines If you are on an earlier version of the SLA engine, you can upgrade to the 2011 engine to make use of the complete service level management functionality. The SLA engine has three versions: SLA engine version Description Escalation engine (pre-2010) Tracks only one SLA per task. The 2010 engine (the Service level management plugin) Supports multiple SLAs per task. Business rules handle the processing of these SLAs while workflows handle notifications. The majority of logic is in a single large business rule called Process SLAs. The 2011 engine (also part of the Service level management plugin) The 2010 SLA engine functionality is concentrated into a number of script includes.Provides retroactive pause calculations and enables the customization of SLA condition processing through the use of condition rules. Legacy SLA fieldsPreviously, only a single SLA could be attached to a task via the Escalation engine. The information for the SLA was stored in the task table using the SLA Due, Made SLA, and Escalation fields.Migrate to service level managementMigrate SLA processing from the escalations engine to use the service level management functionality.Move from the 2010 Engine to the 2011 EngineYou can upgrade SLA processing to use the 2011 Engine. Organize the migration processThere are several ways to convert the old SLAs to the new Task SLAs.Convert an SLA to an SLA DefinitionYou must replicate the default SLA record as a new SLA definition. Reactivate an old SLA EngineYou can reactivate an earlier version of the SLA engine.