Configure SLA definitions for customer service cases

---
title: Configure SLA definitions for customer service cases
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/t\_DefineSLAForCustServiceCase.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Configure SLA definitions for customer service cases

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management-concepts.md).

-   To create an SLA, see [Create an SLA definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/t_CreateAnSLADefinition.md).


**Related topics**  


[Service Level Management concepts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management-concepts.md)