What is a Customer SLA?

Customer SLAs are used only in the Cases module. You can have different SLAs for every customer you are providing the service to. Every time a new case is created, the default Customer SLA is applied, but you can change this by editing the SLA name in the case record.
For customer SLAs, the value in the Type column is set to ‘Customer’.
To learn more about SLA Policies, click here.