SLA Definitions

In the SLA Definitions section, you can browse all SLA (Service Level Agreement) definitions that are deployed in your environment. SLA definitions configure the time constraints and escalation rules for processes and cases.

The 'Name', 'Key', 'Deployment ID', and 'Tenant ID' fields can be used to narrow down the list of definitions. The 'Only show latest versions' checkbox controls whether all versions or only the latest version of each definition is shown.

Clicking on an SLA definition opens a detail page showing the definition's properties and its model structure, including escalation definitions, time constraints, and business calendar configuration.

The detail page shows:

• ID, Name, Key, Version, Tenant — identifying properties of the definition
• Deployment — a link to the platform deployment this definition belongs to
• Model — a tree view of the SLA configuration, including escalation definitions, initialization definitions, assignment definitions, and completion definitions

The SLA Audit instances tab on the detail page shows the audit instances related to this specific SLA definition. See SLA Audit Instances for more details.