Service level agreements A service level agreement (SLA) is a record that specifies the time within which service must be provided. The Customer Service Management application uses the standard ServiceNow SLA with customer service cases. An SLA can be attached to a service contract, to a company, and to a product and can be configured to start, pause, and stop based on any customer service case attributes. Define an SLA for a customer service case The system administrator can define a new service level agreement (SLA) for a customer service case. Before you beginRole required: admin Procedure Navigate to Customer Service > Cases > All. Select the desired case from the Cases list. From the SLAs related list, click New. Fill in the fields on the Task SLA Task SLA form. Click Submit.