service-level agreement

A service-level agreement (SLA) is a commitment that you make to customers and stakeholders that defines timeline for delivering your work. You can define a goal that indicates the suggested time required to resolve an assignment, and a deadline that states the ultimate time in which to resolve the assignment. You can also define escalation actions that your application performs when the goal and deadline expire.

For example, if a worker does not resolve their task by a week, that worker receives a notification reminding them to do so. If the worker does not resolve the task for another week, the manager of that worker receives a notification. By applying SLAs, you ensure timely resolution of your business processes. For greater efficiency, you can apply SLAs to an entire business process or its elements, such as assignments or stages.