SLA (Service Level Agreement)
Time-based commitments to customers — response time, resolution time — tracked, enforced, and reported in Dynamics 365 Customer Service.
A Service Level Agreement (SLA) in Dynamics 365 Customer Service is a time-based commitment to customers — "we'll respond within 1 hour, resolve within 4 hours" — modelled as records that track and enforce response and resolution targets per case. SLAs have KPIs (First Response By, Resolve By, custom) with warning and failure thresholds, business calendars (so the clock respects working hours), and pause rules (the clock stops when the customer's the bottleneck). SLAs apply to cases either by default or through entitlements linking specific contractual terms to customers. Real-time timer widgets on the case form show countdown to breach; Power Automate flows fire escalation actions on warning or breach. The visible discipline drives operational behaviour.