Following are the different TYPES of SLA:

ASSIGNMENT SLA: Assignment SLA is an SLA that REFERS to an assignment. This SLA begins with the creation of the assignment and ends with the completion of the assignment. The assignment urgency is set in the attribute pxUrgencyAssignSLA on the newly Assigned Page.

Case Level SLA: When an SLA is REFERRED to at the case level, it is referred to as a Case level SLA. This SLA is relevant throughout the lifecycle of a case. It begins when a case is opened and concludes when the case is closed. The standard property pySLAName is used to identify this SLA under the workpage. It's set in pyWorkPage's pxUrgencyWorkSLA parameter. The pxUrgencyWorkSLA property under pyWorkPage controls the urgency of case-level SLAs.

Stage Level SLA: When an SLA is referred to at the stage level, it is referred to as Stage level SLA. It begins when a case enters a stage and ends when it EXITS the stage. The pxUrgencyWorkStageSLA property under pyWorkPage controls the urgency at the Stage level.

Step level/Flow level SLA: An SLA is considered a Step level or Flow level SLA when it is referred to as a step or flow level. A step-level SLA begins when a process or step is initiated and ends when it is completed. When a flow is begun, a flow level SLA is started, and when a flow is stopped, it is stopped. If a step SLA is present, it takes precedence over a flow SLA. Step SLA can be referenced in every step under the stage in the case type rule. The process tab of the flow rule refers to a flow SLA. The pxUrgencyWorkStepSLA property under pyWorkpage controls the flow or step level urgency.