Service Level Agreement \(SLA\) definition

---
title: Service Level Agreement \(SLA\) definition
description: An SLA definition is used to create and progress SLAs, enabling you to use an SLA system for your organization's tasks.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-level-management/c\_SLADefinitions.html
release: australia
product: Service Level Management
classification: service-level-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure Service Level Agreement \(SLA\), Configuring Service Level Management, Service Level Management, IT Service Management]
---

# Service Level Agreement \(SLA\) definition

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/t_CreateAnSLADefinition.md)**  
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.

**Parent Topic:**[Configure Service Level Agreement \(SLA\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/c_ConfigureSLAs.md)