How are the order of SLA's determined in the product because it seems to be random?
Service Level Agreements
Oracle Service Cloud, All versions
The order of the SLA's can be manually set from the Service Level Agreements editor. By dragging/dropping the Service level agreements into the desired order, you can determine how they will appear in the drop down menus throughout the product. See the image below to help demonstrate:
This is designed to allow you to group the SLA's however you feel fits your business best (i.e. Contract type, alphabetical, common use, etc...)