---
title: "Add Service Level Agreements (SLA)"
slug: "add-service-level-agreements-slas"
description: "Learn to create a Request Category and set SLAs to prioritize and track requests effectively in SeeClickFix 311 CRM. Optimize your workflow today!"
updated: 2026-08-24T17:22:27Z
published: 2026-08-24T17:22:27Z
canonical: "www.civicplus.help/add-service-level-agreements-slas"
---

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

# Add Service Level Agreements (SLA)

This article will show you how to create a SLA for a Request Category. The SLA is an internal metric for how long it should take staff to close a request. Setting an SLA can help staff prioritize requests and also allows you to track which requests are falling outside of that expectation. You can also assign a primary contact who should be notified if any requests within the category are past the specified SLA timeframe.

> [!TIP]
> **Who can use this feature?**
> 
> Owner

> [!NOTE]
> Important Note:
> 
> SLA calculations in SeeClickFix 311 CRM exclude weekends and some holidays. For a full list of these holidays, please refer to the [Service Level Agreement (SLA) Overview](/seeclickfix/docs/service-level-agreement-sla-overview) article.

## Instructions

[Embedded content](https://www.iorad.com/player/1906864/SeeClickFix--Add-Service-Level-Agreements-Tutorial?src=iframe)

1. [Sign in to your site](/seeclickfix/docs/sign-in-to-seeclickfix-311-crm)
2. Select your **Profile**, then select **Manage Organization**:![The User Profile dropdown menu with the Manage Organization option highlighted.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/User Profile Menu Manage Organization Option - SCF.png?sv=2026-02-06&spr=https&st=2026-10-31T20%3A43%3A54Z&se=2026-10-31T21%3A43%3A54Z&sr=c&sp=r&sig=1a3Dhkop7UuvMoY2MErRf1D4%2BirbJbUk%2FUf2NbhNtNk%3D)
3. Click **Request Categories**:![The Requests section with the Request Categories option highlighted.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Requests Request Categories - SCF.png?sv=2026-02-06&spr=https&st=2026-10-31T20%3A43%3A54Z&se=2026-10-31T21%3A43%3A54Z&sr=c&sp=r&sig=1a3Dhkop7UuvMoY2MErRf1D4%2BirbJbUk%2FUf2NbhNtNk%3D)
4. Next to your desired **Request Category,** select the **Actions (three-dot menu)** and click **Edit**:![The Actions menu of a specific request category with the Edit option highlighted.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Request%20Categories%20Actions%20Menu%20Edit%20-%20SCF.png?sv=2026-02-06&spr=https&st=2026-10-31T20%3A43%3A54Z&se=2026-10-31T21%3A43%3A54Z&sr=c&sp=r&sig=1a3Dhkop7UuvMoY2MErRf1D4%2BirbJbUk%2FUf2NbhNtNk%3D)
5. Locate the **Subscriptions and Benchmarks** section and choose **Days** or **Weeks** from the drop-down menu under **Service-Level Agreement (SLA)**:![The Subscriptions and Benchmarks section with the Service-Level Agreement Unit dropdown expanded.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Subscriptions%20and%20Benchmarks%20Service%20Level%20Agreement%20Unit%20Drop-Down%20Menu%20-%20SCF.png?sv=2026-02-06&spr=https&st=2026-10-31T20%3A43%3A54Z&se=2026-10-31T21%3A43%3A54Z&sr=c&sp=r&sig=1a3Dhkop7UuvMoY2MErRf1D4%2BirbJbUk%2FUf2NbhNtNk%3D)
6. Enter a **unit of time** for the SLA, which may be a whole number or entered in 0.1 increments:![The Service-Level Agreement (SLA) Unit of Time field highlighted and set to number of weeks.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Service%20Level%20Agreement%20Unit%20of%20Time%20-%20SCF.png?sv=2026-02-06&spr=https&st=2026-10-31T20%3A43%3A54Z&se=2026-10-31T21%3A43%3A54Z&sr=c&sp=r&sig=1a3Dhkop7UuvMoY2MErRf1D4%2BirbJbUk%2FUf2NbhNtNk%3D)
7. Select a user from the **Escalate To** dropdown to be notified when the SLA is overdue:![The Subscriptions and Benchmarks section with the Escalate To drop-down menu highlighted.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Escalate%20To%20Field%20-%20SCF.png?sv=2026-02-06&spr=https&st=2026-10-31T20%3A43%3A54Z&se=2026-10-31T21%3A43%3A54Z&sr=c&sp=r&sig=1a3Dhkop7UuvMoY2MErRf1D4%2BirbJbUk%2FUf2NbhNtNk%3D)
8. (Optional) Click the box next to **Show timestamp of SLA**:![The Subscriptions and Benchmarks section with the Show Timestap of SLA checkbox highlighted.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Show%20Timestamp%20of%20SLA%20Checkbox%20-%20SCF.png?sv=2026-02-06&spr=https&st=2026-10-31T20%3A43%3A54Z&se=2026-10-31T21%3A43%3A54Z&sr=c&sp=r&sig=1a3Dhkop7UuvMoY2MErRf1D4%2BirbJbUk%2FUf2NbhNtNk%3D)

> [!WARNING]
> Note:
> 
> This will display the SLA time on the request.
9. Locate and click the **Update** button:![The Edit Request Category Update button is highlighted.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Edit%20Request%20Category%20Update%20Button%20-%20SCF.png?sv=2026-02-06&spr=https&st=2026-10-31T20%3A43%3A54Z&se=2026-10-31T21%3A43%3A54Z&sr=c&sp=r&sig=1a3Dhkop7UuvMoY2MErRf1D4%2BirbJbUk%2FUf2NbhNtNk%3D)

Service Level Agreement. An internal metric for how long it should take staff to close a request.