---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure SLA definitions for customer service cases

# Configure SLA definitions for customer service cases {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

A service level agreement (SLA) specifies the time within which service must be
provided. Configure SLA definitions that include the necessary information to create and
progress SLAs for customer service cases.

## Before you begin

Role required: admin

## About this task

The Customer Service Management application uses service level agreements 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.

An SLA is automatically associated to a case when the case is created or updated
based on the conditions that have been set up in the SLA definition. The specific
record that gets attached to a case is the Task SLA record, which tracks the SLAs
for that particular case. The Task SLA table \[task_sla\] stores Task SLA records.

## Procedure

* For more information about SLAs, see [Service Level Management
  concepts](https://www.servicenow.com/docs/access?context=service-level-management-concepts&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US).
* To create an SLA, see [Create an SLA
  definition](https://www.servicenow.com/docs/access?context=t_CreateAnSLADefinition&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US).
{#t_DefineSLAForCustServiceCase__steps-unordered_lnd_5lj_nsb}
**Related topics**   

* [Service Level Management concepts](https://www.servicenow.com/docs/access?context=service-level-management-concepts&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)