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What is an SLA (Service Level Agreement) and what does it mean in the Portal when tasks are “Past Due”?

A service level agreement sets the maximum amount of time allotted to complete a certain task.  They have been established for the Program to gather data about the processes and identify areas where efficiencies could be made.  Once the SLA has been exceeded, the task will show as being "overdue".  However, please note that SLAs are not punitive.

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