---
title: "Service level agreement"
description: "What is a service level agreement (SLA)? A commitment to finish work or keep a service running in a set time. Learn how internal SLAs show where work stalls."
url: https://1flux.ai/glossary/service-level-agreement
last_updated: 2026-10-10
---

[ERP and platform](https://1flux.ai/glossary#erp-and-platform)

# Service level agreement

What is a service level agreement, and how do internal SLAs show where work stalls?

Glossary Updated 10 October 2026

Definition

A service level agreement (SLA) is a commitment to complete a piece of work, or keep a service available, within a defined time or to a defined standard.

## What is a service level agreement used for?

Between companies, an SLA is a contract term, such as a supplier promising delivery within 48 hours. Inside a business, teams set internal SLAs for each step of a process: quotations prepared within one working day, orders picked within 24 hours, approvals decided within four hours. Tracking time in each step against its SLA shows where work stalls and who needs help.

Example: a distributor sets a 24-hour SLA for picking confirmed orders and reviews every order that breaches it each week.

An SLA is only useful if someone looks at the breaches, often alongside the [approval workflow](https://1flux.ai/glossary/approval-workflow) for each step.

In 1flux

Workflow stages on deals, quotations, sales orders and tasks can carry an allowed time, shown on records as “3h left” or “overdue”, with SLA at risk and SLA breached badges on the sales board. [See workflows and approvals](https://1flux.ai/platform/workflows-and-approvals)

Related

## Keep exploring

### [Approval workflow](https://1flux.ai/glossary/approval-workflow)

Rules that route a record to the right people for sign-off.

### [Sales cycle](https://1flux.ai/glossary/sales-cycle)

How long it takes to turn an opportunity into a won sale.

### [Audit trail](https://1flux.ai/glossary/audit-trail)

A record of who changed what, and when.

### [Workflows and approvals](https://1flux.ai/platform/workflows-and-approvals)

Stage rules, approvals by amount and one approvals inbox, configured without code.

Last updated 10 October 2026