> ## Documentation Index
> Fetch the complete documentation index at: https://docs.encoreos.io/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Definitions

> Manage service level agreement definition templates, including target times, metric types, and escalation policies.

SLA definition management page at `/settings/sla/definitions` where administrators create, edit, and delete service level agreement templates used across the platform.

## Overview

The SLA Definitions page lists existing SLA definition templates fetched via `useSLADefinitions` scoped to the current user's `organization_id`. The page is wrapped in `PermissionGate permission="pf.sla.definition.view"`. Users with `pf.sla.definition.manage` see a **New Definition** button that opens `SLADefinitionForm`. Definitions can be edited (edit icon) or deleted (confirmation via `ConfirmationDialog`). Each definition card is displayed in a list layout.

## Who it's for

**Required permission:** `pf.sla.definition.view` (read); `pf.sla.definition.manage` (write)

## Before you start

* You must hold `pf.sla.definition.view` to access the page.
* `pf.sla.definition.manage` is required to create, edit, or delete definitions.

## Steps

1. Navigate to `/settings/sla/definitions`.
2. Review existing SLA definition templates.
3. To create a new definition, click **New Definition** (requires `pf.sla.definition.manage`) and complete the form.
4. To edit an existing definition, click its edit icon.
5. To delete a definition, click its delete icon and confirm.

## Key concepts

**SLA definition** — A reusable template that specifies service level targets (e.g., response time, resolution time) and escalation rules.

**SLA instance** — A runtime application of an SLA definition to a specific entity or process. Managed at `/settings/sla/instances`.

## Related

<Columns cols={2}>
  <Card title="Platform Foundation" icon="layer-group" href="/pf/overview">
    Platform Foundation overview.
  </Card>

  <Card title="Governance & parity" icon="scale-balanced" href="/governance/index" />
</Columns>

<Note>
  This page documents shipped product behavior. It is not medical, legal, or
  billing advice. Verify against your organization's policies and applicable
  regulations before using it for clinical, compliance, or billing decisions.
  Protected health information (PHI) shown in the product is governed by your
  tenant's access controls and is never exposed in this documentation.
</Note>

<Accordion title="Documentation sources">
  * src/routes/platform.tsx
  * src/platform/sla/pages/SLADefinitionsPage.tsx
  * src/platform/sla/hooks/useSLADefinitions.ts
  * src/platform/sla/components/SLADefinitionForm.tsx
</Accordion>