---
title: "Configuration"
slug: "configuration-6"
updated: 2026-02-13T13:55:16Z
published: 2026-02-13T13:56:05Z
canonical: "help.symphonysummitai.com/configuration-6"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuration

SLA Configuration establishes the approval and governance structure required before a Service Level Agreement becomes active and enforceable. It ensures that SLA definitions are reviewed, validated, and formally approved by both business stakeholders and service management authorities, creating accountability and alignment before commitments are published.

This configuration strengthens control over SLA lifecycle management and prevents unauthorized or misaligned service commitments.

## 👤 Customer Approver

(Business Validation Layer)

The **Customer Approver** represents the business or customer stakeholder responsible for reviewing and approving SLA terms before activation. This role ensures that defined service targets—such as response times, resolution timelines, and availability commitments—accurately reflect business expectations and contractual agreements.

The Customer Approver:

- Validates SLA scope and performance targets
- Confirms service coverage and expectations
- Ensures alignment with business needs
- Provides formal approval before SLA publication

This step ensures that SLAs are not enforced without business acknowledgment and agreement.

## 🛠 Service Level Approver

(Service Governance Layer)

The **Service Level Approver** represents the internal authority responsible for validating SLA feasibility from an operational perspective. This role ensures that defined targets are realistic, measurable, and supported by internal capabilities, OLAs, and vendor contracts.

The Service Level Approver:

- Reviews SLA metrics and thresholds
- Confirms operational readiness
- Validates measurement logic
- Ensures alignment with OLA and UC commitments
- Approves SLA activation within the system

This step ensures that SLAs are achievable and supported by operational capacity.

```Approver
SLA Draft Created
        ↓
Service Level Approver Review (Operational Feasibility)
        ↓
Customer Approver Review (Business Validation)
        ↓
Final Approval
        ↓
SLA Activation & Enforcement
```

For more information, refer to the following:

- [Customer Approver](/apex/docs/customer-approver)
- [Service Level Approver](/apex/docs/service-level-approver)