A service-level agreement catalog entry pairing a priority/severity classification with target response and resolution times. Standalone reference data: in first-party metadata nothing links SLA records to contracts, cases or service orders — associating an SLA with other records is left to tenant customization. The time targets are stored as picklist strings (for example 4 Hours), not numeric durations.
Fields
| Field | Label | Type | Required | What it does |
|---|
CreatedById | Created By | Lookup → UserAccount | Yes | |
CreatedDateTime | Created Date | DateAndTime | Yes | |
Id | Id | Guid | Yes | |
ModifiedById | Modified By | Lookup → UserAccount | Yes | |
Name | Name | Text | Yes | |
OwnerId | Owner | Lookup → UserAccount | Yes | |
Priority | Priority | PickList | | Priority band this SLA entry covers. Seeded values: Critical, High, Medium, Low. Values: Critical, High, Medium, Low. |
RecordTypeId | Record Type | Guid, hidden | | |
Remarks | Remarks | Text | | |
ResolutionTime | Resolution Time | PickList | | Target time to resolution. Stored as a picklist string (seeded: 12 Hours, 24 Hours, 36 Hours, 48 Hours), not a numeric duration. Values: 12 Hours, 24 Hours, 36 Hours, 48 Hours. |
ResponseTime | Response Time | PickList | | Target time to first response. Stored as a picklist string (seeded: 4 Hours, 8 Hours, 12 Hours, 24 Hours), not a numeric duration — do not treat it as a number. Values: 4 Hours, 8 Hours, 12 Hours, 24 Hours. |
SeverityLevel | Severity Level | PickList | | Severity classification of the SLA entry. Five seeded values with inconsistent formats: Critical - Immediate Attn Req., High - Immediate Attn Req., Medium - Respond within hours, Low - Low Priority, and Medium - High. Match on the stored string exactly. Values: Critical - Immediate Attn Req., High - Immediate Attn Req., Medium - Respond within hours, Low - Low Priority, Medium - High. |
SubscriptionKey | Subscription Key | Guid, hidden | Yes | |
Type | Type | PickList | | Category of the SLA entry. Picklist-typed with no first-party values seeded — the vocabulary is tenant-defined. |
UpdatedDateTime | Modified Date | DateAndTime | Yes | |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
Delete | Delete | Delete | Delete |
Edit | Edit | EditInline | Edit |
New | New | New | New |
