Why did certain Service Level Agreements not apply to some organizations?
All Supported Versions, SLAs
Service Level Agreement (SLA) instances will expire on the Expiration date and be removed from the record if the SLA has a value in the "Term (Duration)" field.
For additional information, refer to the 'Add a grace period SLA' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.