SLA in pega | What is Service level agreement in pega ?

 SLA in Pega

Introduction to SLA in Pega

Service Level Agreements (SLAs) are an essential component of business process management, especially on platforms like Pega.  SLAs define the expectations between a service provider and a client, ensuring that they complete tasks and processes within a specific timeframe. In Pega, SLAs play a critical role in managing workflow and ensuring the timely completion of assignments.  You can create SLAs under the Process Category. SLA in pega defines the time intervals and urgencies (priority). Urgency is an integer value that ranges from 0 to 100. Where 0 is the minimum and 100 is the maximum.

Components of SLA in Pega

SLA defines three time intervals.

1.Goal Time
2.Deadline Time
3.Pass Deadline Time


Meanwhile, the goal sets the expected time for completing a task under normal circumstances. It sets the benchmark for performance and helps track progress.


The system calculates goal and deadline times simultaneously once the SLA is active. If the task exceeds this timeframe, it triggers escalation actions.

3.Passed Deadline:

This is an additional time period after the deadline, which, if exceeded, can trigger additional escalation actions to ensure task completion.

SLA can be called in the assignment shape:

Also, we can call SLA on step, process, stage, and case type.

1.SLA on Step or Assignment: This SLA is only for one specific assignment.
2.SLA on Process: This is applicable to the entire flow. i.e., SLA is applicable to all assignments of flow.
3.SLA on Stage: SLA is applicable to all flows of a stage.
4.SLA on Case Type:  SLA is applicable to the entire case type, i.e., to all stages.

How SLA times get calculated

For example, SLA times are as below:

Goal: 1 hour

Deadline: 2 hours

Passed deadline = 3 hours.

Goal and deadline times are calculated simultaneously once the SLA becomes active. The passed line starts calculating the moment once the SLA is active.

Passed line stars calculate the moment the deadline is completed.

  • For the above figures,
  • Let’s say an assignment is created at 8 a.m. and SLA is active.
  • Goal Breach Time = 8+1 = 9’o’clock
  • Deadline Breach Time = 8 + 2 =10 10’o’clock
  • Passed Deadline Breach time = 10 + 3 = 1 PM

Urgency : 

1. Default Urgency:

You can assign this using the pyDefault Data Transform to the OOTB property pxUrgencyWorkClass. This value assigns when the case executes. Before creating a case, assign this value.

2. Initial Urgency

3. Goal Urgency

4. Deadline Urgency

5. Passed Deadline Urgency

In the SLA Rule Form, you can mention initial, goal, deadline, and passed deadline urgency.

The calculation of urgency:

For example, initial urgency = 5, goal urgency = 15, deadline urgency = 20, and passed deadline urgency = 75.

  • Let’s say the case is initiated.
  • Urgency Value = Default Urgency = 10
  • Once an assignment is created, we apply SLA.
  • Urgency Value = Default Urgency + Initial Urgency = 10 + 5 = 15
  • Once the goal is breached,
  • Urgency = Default Urgency + Initial Urgency + Goal Urgency = 10 + 5+15 = 30.
    Once the deadline is breached.
  • Urgency = Default Urgency + Initial Urgency + Goal Urgency + Dead Urgency + Deadline Urgency = 10 + 5+15+20 = 50
    Once the passed deadline is breached
  • Urgency = Default Urgency + Initial Urgency + Goal Urgency + Goal Urgency + Deadline Urgency + PSD Urgency = 10 + 5+15+20+75 = 100 (rounds off to 100).

The task with the highest urgency value will sort at the top of the work list or work basket. That means the most urgent task should be the first priority.

Configuring SLA in Pega

Configuring an SLA in Pega involves defining the goal, deadline, and passed deadline for a specific task or case. Here’s a step-by-step guide to configuring SLA in Pega:

 SLA in Pega
SLA in Pega
Identify the task or case:

This clarifies the user’s responsibility by deciding and replaces the need for an SLA designation with a more active tone.

Define the SLA:

In the SLA rule form, specify the goal, deadline, and passed deadline. You can define these times in days, hours, or minutes, depending on the requirements.

Set Escalation Actions:

Define the actions to take if the goal or deadline is not met. This could include sending notifications, reassigning the task, or escalating it to a higher authority.

Apply the SLA:

Apply the SLA to the relevant task or case. You can do this in the case-type rule form or in the assignment shape in the flow rule.

Benefits of Using SLA in Pega

Using SLAs in Pega offers several benefits:

1.Improved Efficiency:

Additionally, SLAs ensure that teams complete tasks within a specific timeframe, thereby improving overall efficiency.

2.Enhanced Customer Satisfaction:

However, timely service through met SLAs leads to happy customers. This rephrases the sentence focusing on the benefit for the customer.

3. Better Workflow Management:

Furthermore, SLAs help in managing workflows by setting clear deadlines and escalation paths.

4. Accountability:

Additionally, SLAs create accountability by defining clear expectations and consequences for missed deadlines.

SLA in Pega: Practical Use Cases

Customer Support: However, in a customer support scenario, applying SLAs ensures that the team addresses support tickets within a specific timeframe, thereby improving customer satisfaction.
Loan Processing: Moreover, in financial services, applying SLAs ensures that financial institutions process loan applications within a set period, thereby enhancing operational efficiency.
Order Fulfillment: Furthermore, in e-commerce, applying SLAs ensures that companies process and ship orders within a designated timeframe, leading to better customer experiences.

Challenges and Best Practices

Implementing SLAs in Pega can come with challenges, but following best practices can help mitigate these issues:

Accurate Time Estimates: Moreover, ensure that time estimates for goals and deadlines are realistic, thereby ensuring they are based on historical data.
Clear Communication: However, clearly communicate SLA expectations to all stakeholders, including team members and clients.
Regular Monitoring: Furthermore, regularly monitor SLAs to ensure compliance and make necessary adjustments.
Escalation Management: Besides, maintain a clear escalation management plan to address tasks that exceed deadlines.

Advanced SLA Features in Pega

Pega offers advanced features for managing SLAs, including:
Complex SLA Conditions: Additionally, pega empowers you to create intricate SLA conditions. However, leverage decision tables or decision trees to define complex rules, thereby granting you granular control over your SLA management.
SLA Reporting: Furthermore, track SLA Compliance and Identify Bottlenecks with Pega’s Reporting Tools. Additionally, pega equips you with robust reporting tools to actively monitor SLA compliance and pinpoint bottlenecks within your processes.

Integration with External Systems: Integrating SLAs in Pega with external systems ensures seamless data flow and consistent adherence to SLAs across platforms.

Future Trends

As technology evolves, the role of SLAs in business process management is expected to become even more critical. Future trends in SLA management may include:

AI and Machine Learning: Moreover, leveraging AI and machine learning to predict SLA in pega breaches and proactively address issues.
Real-Time Monitoring: Similarly, enhanced real-time monitoring capabilities, consequently, provide immediate insights into SLA compliance.
Automation: Moreover, increased automation of SLA-related tasks reduces the need for manual intervention and improves efficiency.


In conclusion, SLA in Pega are a powerful tool for managing workflows, ensuring timely completion of tasks, and enhancing customer satisfaction. Boost Efficiency, Accountability, and Performance with Effective SLAs, Understanding and implementing SLAs effectively empowers organizations to achieve significant improvements in efficiency, accountability, and overall performance. However, As businesses continue to evolve, the role of SLAs in managing processes will become increasingly important, making it essential for organizations to stay abreast of best practices and emerging trends in SLA management.

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