Configure Service Level Agreement \(SLA\)

---
title: Configure Service Level Agreement \(SLA\)
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-level-management/c\_ConfigureSLAs.html
release: australia
product: Service Level Management
classification: service-level-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configuring Service Level Management, Service Level Management, IT Service Management]
---

# Configure Service Level Agreement \(SLA\)

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.

For more information on required roles and plugins, see [Installed with Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/r_InstalledWithServiceLevelMgmt.md).

-   **[Service Level Agreement \(SLA\) definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/c_SLADefinitions.md)**  
An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks.

**Parent Topic:**[Configuring Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/configuring-service-level-management.md)