Glossary:Service-level agreement

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Service-level Agreement, Service level agreement, SLA
A commitment that you make to customers and stakeholders that defines the timeline for delivering your work. You can define goals that indicate the suggested time required to resolve individual assignments, and an overall deadline that states the ultimate time in which to resolve the assignment.

You can also define escalation actions that your application performs when the goal and deadline expire. For example, if a worker does not resolve their task by a week, that worker receives a notification reminding them to do so. If the worker does not resolve the task for another week, the manager of that worker receives a notification. By applying SLAs, you ensure the timely resolution of your business processes.

For greater efficiency, you can apply SLAs to an entire business process or elements of it, such as assignments or stages.