What does a "service level agreement" (SLA) define in Pega?

A service level agreement (SLA) in Pega defines the expected time for case resolution. SLAs are crucial in managing performance expectations during the lifecycle of a case. They establish standards for how long it should take to complete specific steps or resolve the overall case, ensuring accountability and a consistent level of service.

By defining resolution times, SLAs help organizations to monitor performance and ensure timely responses, which ultimately enhances customer satisfaction and operational efficiency. They can be set at various stages of a case to ensure that work is completed within the designated timeframe, allowing teams to prioritize tasks effectively.

The other choices are not correct in the context of what an SLA represents in Pega. While project duration may be related to overall project management, it does not directly correlate to the specific timeframes established by SLAs for case resolution. Criteria for rule access pertains to security and permissions within Pega, not resolution timelines. Finally, user interactions may have varying priorities, but SLAs specifically relate to the timeline for completing cases rather than prioritizing interactions themselves.