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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Service Level Agreement (SLA) definition

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

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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/C3FGocriIJZdpYapo3gunw)**   
  You can create one or more Service Level Agreement (SLA) definitions and use them to create an SLA record. This SLA record enables you to use an SLA system for your organization's task.