Related termsA service-level agreement defines intervals of time that are used to standardize how you resolve work in your application. You can apply a service-level agreement to: cases, stages, steps
The following intervals are supported:
Goal — The suggested resolution time for an item.
Deadline — The required resolution time for an item.
Passed deadline — An amount of time that exceeds the specified deadline for an item.
After the deadline is overdue, this interval is evaluated cyclically, until the work is resolved.