SLA definition An SLA definition record defines the timings, conditions, workflows, and other information required to create and progress task SLAs. Use the SLA Definition record to define a specific set of criteria for generating a SLA. Define some of the following parameters: Table: SLAs can be defined against any task table Duration: You can specify the time duration in which the service must be provided to the customer. Schedule: You can specify the schedule, which indicates valid working and non working days that the service provider follows to deliver the service. The selected schedule will be used to determine when the SLA will breach. Conditions: You can specify the conditions under which the SLA will start, pause, stop, or reset. For example, the default Priority 1 resolution (8 hour) SLA Definition defines the Task SLAs to attach to incidents with a P1 - Critical priority, specifies appropriate conditions for those Task SLAs, and uses the default SLA workflow to create events such as to send a notification, when an incident's Task SLA reaches 50% of its allotted time. Workflows for SLASLA typically uses workflows to send notifications.SLA durationYou can select one of two SLA duration 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 along with the schedule. In user-specific duration, you can choose to specify the length of time an SLA must run before it is marked as breached. Relative durations specify durations relative to the start time of the task SLA and are defined using a script.Schedules within SLASchedules within SLA enable you to define the time periods during which the SLAs accumulate business time.SLA duration and schedulesSchedules have an impact on the duration specified in an SLA definition.Time zones in SLAsYou can specify the geographical time zone that is used for schedule calculation.SLA conditionsSLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.SLA transitionsSLA records pass through a series of transitions during processing.SLA condition rulesSLA condition rules control how the different conditions you define in an SLA definition are combined to determine whether an SLA should attach, pause, complete, reattach, or cancel. Use SLA retroactive start and pauseYou can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.