Service Level Agreements (SLA) are used to assign a particular level of service to particular business units. The first step is to create a SLA which associates a Service to a Service Level. Then, you can add business units which use this SLA. This in fact means that a business unit has certain level of service for a particular service. If the business unit does not have a SLA defined for a certain service, it is always assigned the default level of service (which is set to a lowest level of service).

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