---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure Service Level Agreement (SLA)

# Configure Service Level Agreement (SLA) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure SLAs to define a set amount of time for a task to reach a certain condition,
to ensure that incidents are closed or resolved according to the expectations set for
customers.

## SLA Definition {#c_ConfigureSLAs__section_sla}

An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks.

An SLA definition record defines the timings, conditions, workflows, and other information required to create and progress task SLAs.

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.
* **[Create an SLA definition](https://servicenow-prod.fluidtopics.net/VjdZWS94BLQajtyl5XK5jg)**   
  Create SLA definitions to set the conditions under which SLAs attach, pause, stop, and reset on task records. Use them to track and enforce service commitments across your organization.