Home  >  Blog  >   PEGA  > 


Service Level Agreements (SLA) are one of the most valuable features of the Pega CRM. Anyone can successfully set milestones and goals inside the case management process (SLA) using Service Level Type Rules. This blog will teach you everything you need to know about SLA in Pega.

Rating: 4.7

SLA is used in Pega to assure that tasks are accomplished on schedule. It is a method of expressing a client's needs and organizing contracts. It describes the time intervals utilized to standardize how you solve tasks in your application, such as a goal and deadlines. Cases, Stages, Phases, Flow, and Assignments can all be covered by a service-level agreement. This blog will teach us more about SLA in Pega, including SLA levels, types of SLA, configuring SLAs, etc. Let's get started!

SLA in Pega - Table of Contents

What is Pega?

Pega is a Java-based management system for business operations. It is based on Java and OOPs. Because of its adaptability, flexibility, and extension, it has grown in popularity. Non-technical persons can quickly learn to construct complicated apps with Pega because it is a no-code technology. It includes a development studio that enables business owners, sales executives, and marketing teams to collaborate directly with developers to develop new applications, automate and optimize business processes, and learn about the company as it tries to better customer experience. Pega's story starts with a company's requirement and a customer's experience, and it continues to evolve through time.

If you want to enrich your career and become a professional in Pega, then enroll in "Pega Training". This course will help you to achieve excellence in this domain.

What is SLA in Pega?

SLA is an acronym for Service Level Agreement. Being part of the implementation period, Service Level Agreements allow us to set targets and timelines.

The primary goal of SLA is to assist the working group in completing all tasks promptly. Pega Rules Process Commander would keep records of every SLA rule's performance of a specific event action defined for that rule. Expanding the urgency number also changes the urgency connected with that assignment. This could refer to the task on the individual's to-do checklist because that requires attention. So that we can arrange the worklist depending on the task's urgency. The default urgency for each task is 10.

A Service Level Agreement (SLA) provides time frames as a goal and timeline for standardizing how your application solves work. It sets a deadline for the project's completion. When we give Pega a goal and a deadline, it creates an SLA. Service levels can be configured for processes, steps, stages, and entire classes. Start, Goal, Deadline, and Passed Deadline are Pega's four levels of SLA.

  1. Start: This is where the service level time starts. It starts at 00:00.
  2. Goal: The goal is to specify how long each assignment should take. This step is calculated from the start of the assignment or case.
  3. Deadline: The term "deadline" relates to the quantity of time a case or process can take before being late. It starts when the job or case starts.
  4. Passed Deadline: When the deadline for an assignment or case has passed, the term "passed deadline" indicates when further action should be taken. It calculates how much time has passed since an assignment's deadline.

Importance of SLA

  • SLA ensures that your service provider adheres to the same set of standards and provides the same level of service. Setting explicit and measurable guidelines is vital since it reduces the possibility of client dissatisfaction and provides remedies if responsibilities are not met.
  • SLAs give you a way to get back at the company if you don't meet your service commitments. If your service provider fails to meet its duties, it will seriously impact your business's reputation. As a result, the SLA must include repercussions if performance criteria aren't fulfilled.
  • SLA gives the SLA must include repercussions for our clients and a sense of peace. They have their service provider accountable and outline the type of service they anticipate. If the Agreed-upon conditions are not reached, they may be able to reduce some of the negative consequences by receiving cash compensation from their supplier.

MindMajix YouTube Channel

What are the Types of SLAs?

There are four types of Service Level Agreement SLAs in Pega, and they are described below:

1. Assignment SLA

The term "assignment SLA" refers to a task-related SLA. This SLA starts with the assignment's creation and concludes with its fulfillment. The assignment urgency is controlled by the property pxUrgencyAssignSLA on the newly Assigned Page.

2. Case level SLA

SLA at the case level is called case level SLA. This SLA is in force during the case's duration. It starts with the opening of a case and ends with its closing. Using the standard attribute pySLAName, this SLA is identified on the work page. It's configured in pyWorkPage's pxUrgencyWorkSLA property. The pxUrgencyWorkSLA property of the pyWorkPage class is being used to manage the timeliness of case-level SLAs.

3. Stage level SLA

The stage level of SLA is known as SLA. A case's life starts and ends once it reaches a stage. The pxUrgencyWorkStageSLA property in pyWorkPage is often used to control the urgency of Stages.

4. Step level/Flow level SLA

It's called a Step level or Flow level SLA when an SLA is referenced as a step or low level. A step-level SLA begins when one task or action is initiated and ends when it is finished. When a flow is begun, a flow level SLA is started, and when a flow is stopped, it is stopped. If a step SLA is present, it takes precedence over a flow SLA. Step SLA can be mentioned in every stage underneath the level in the case type rule. The process tab of the flow rule refers to a flow SLA. The pxUrgency WorkStep SLA property under pyWorkpage controls the flow or step level urgency.

Check out Pega Rules and Types

How to Configure SLA?

Rule-obj-service-level is an example of the class SLA. The OOTB operator ServiceLevelEvents of the ruleset Pega-ProCom processes this SLA event, which is published to the queue class System-Queue-service level. SLA rules are located in the Process category of Record Explorer.

Start of Service-Level

  1. In this stage, you'll set up the initial priority and circumstances that will cause the SLA rule to be triggered.
  2. An SLA can be marked as ready based on three different criteria.
  3. The SLA item will only be written to the queue class if a specific condition is met.


  1. SLA will be added to the queue class whenever the assignment with SLA is created if this option is selected.
  2. Whenever this feature is enabled, it takes a date-time attribute as input and inserts an entry into the queue class whenever the desired time has expired.

Timed Delay

When this option is selected, the SLA item will be written into a queue class after a time delay. Minutes, hours, and days parameters specify the time delay.

Service Level Definitions

This step is used to define different intervals in an SLA. They are aim, deadline, and deadline that has passed. There are two ways to define an interval. They are 

  • The time between when the task is completed and when it is due.
  • Change the property's value.

How Do We Add a Service Level to An Assignment?

  • To begin, open the designer studio case type.
  • Choose any of the available case types.
  • Choose the phase for which the SLA should be applied.
  • To set the service level, go to the right side and click the objective and deadline tab.
  • Set a deadline and a goal.
  • We may also activate the notify option, which will send us an email whenever the target or deadline has been met.
Learn Pega Interview Questions and Answers that help you grab high paying jobs

How Do We Add a Service Level to a Case?

  • Click on the case kinds to access the case explorer in the explorer panel.
  • Select the case life cycle's options tab.
  • Under the settings tab, pick a goal and a deadline.
  • Consider the aim as well as the timeline while making your decision.

To add a service level throughout the case life cycle:

  • First and foremost, Case types should be opened.
  • Choose any of the available case types.
  • Choose the phase for which the SLA should be applied.
  • On the right, click SLA (open).
  • Set the objectives and timeframe.


We've covered everything about Pega's SLA in this blog post. We hope that you have understood SLAs, SLA levels in Pega, configuring SLAs, and so on from this blog.

Join our newsletter

Stay updated with our newsletter, packed with Tutorials, Interview Questions, How-to's, Tips & Tricks, Latest Trends & Updates, and more ➤ Straight to your inbox!

Course Schedule
Pega TrainingAug 05 to Aug 20
Pega TrainingAug 08 to Aug 23
Pega TrainingAug 12 to Aug 27
Pega TrainingAug 15 to Aug 30
Last updated: 04 August 2023
About Author
Remy Sharp
Madhuri Yerukala

Madhuri is a Senior Content Creator at MindMajix. She has written about a range of different topics on various technologies, which include, Splunk, Tensorflow, Selenium, and CEH. She spends most of her time researching on technology, and startups. Connect with her via LinkedIn and Twitter .

Recommended Courses

1 /11