SLAs are service level agreements defined for each customer. They define the Key Performance Indicators (KPIs) to attain the service level. KPIs help with warnings to provide support in a timely manner.

Microsoft Dynamics CRM helps you create two different types of SLAs: standard and enhanced. Standard SLAs can only be used with the case entity, while enhanced SLAs are supported by multiple entities in CRM. The following are the entities that support enhanced SLAs:

• Account
• Contact
• Order
• Invoice
• Quote
• Opportunity
• Lead