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umavidyullatha polavrapuumavidyullatha polavrapu 

What is SLA?

VinayVinay (Salesforce Developers) 
Hi,

SLA= Service Level Agreement (SLA).

A service-level agreement (SLA) is a commitment between you and your customer. With Service Cloud, you can manage your service-level agreements with service contracts, entitlements, milestones, and assets.

Review below link.

https://help.salesforce.com/articleView?id=support_service_level_agreements.htm&type=5

Thanks,
Vinay Kumar
vidyullatha Polavarapuvidyullatha Polavarapu
Thanks, Vinay for the reply...