Service-level agreement rule form

Where referenced

The following tabs are available on this form:

The Pega-ProCom agents record — a background requestor — detects goals and deadlines not met and performs escalation processing. To make your application's custom service levels visible to this agent, update the access group for the Pega-ProCom agent schedule data instance to include your application ruleset versions.


Use the Designer Studio > Process and Rules > Processes > SLAs landing page to identify the service-level agreements in the current application, and drill down to the rules that reference them.

Use the Application Explorer to access the service-level agreements that apply to the case types in your application. Use the Records Explorer to list all the service-level agreements that are available to you.


After initial development and testing, selected service-level agreements can be maintained by line business managers rather than by application developers. The General tab of the form provides managers access to the fields most often updated.

For each service-level agreement in your application, consider which business changes might require record updates, and whether to delegate the record to non-developers who then can make such updates directly.

Click Actions > View Java to view the generated Java of a rule. You can use the Java code to debug your application or to examine how rules are implemented.


Service-level agreements are part of the Process category. A service-level agreement is an instance of the Rule-Obj-ServiceLevel rule type.

Tip: PegaRULES database accesses that support escalation depend on the current date and time setting on the database server, not the application server. Make sure the date and time of the database server are synchronized with the date and time on the application server node or nodes.