Service level agreements (form) [AX 2012]

Updated: July 28, 2014

Applies To: Microsoft Dynamics AX 2012 R3, Microsoft Dynamics AX 2012 R2, Microsoft Dynamics AX 2012 Feature Pack, Microsoft Dynamics AX 2012

Click Service management > Setup > Service agreements > Service level agreements.

Use this form to create a service level agreement (SLA). An SLA is a contract between a customer and a service company that specifies the time range within which the service company must respond to a customer service request.

After you set up SLA information, you can assign an SLA to a specific service project. When you create a service order for the service project, the response time in the assigned SLA applies to the service order.

The following tables provide descriptions for the controls in this form.




Enter the response times for an SLA.




Select this check box to indicate that the SLA is not available. Clear the check box to make the SLA available for service projects.

Maximum completion time field group

Specify the number of days, hours, and minutes in which a service order must be completed for this SLA.


Select the calendar system that you want to use to set the start of the response time for service orders that are associated with this SLA. For example, if you apply a calendar with open business hours from Monday through Friday, and you receive a service order on a Saturday or Sunday, the response time does not start until Monday morning. If you do not specify a calendar, the current time is always used as the start of the response time.

Announcements: To see known issues and recent fixes, use Issue search in Microsoft Dynamics Lifecycle Services (LCS).