What are Entitlements and Milestones and how are they related?

Entitlements define the support level a customer is entitled to (e.g., 24/7 phone support, email support within 8 hours). They are associated with Accounts, Contacts, Assets, or Service Contracts. Milestones are required, time-based steps within an Entitlement Process — for example, "First Response within 4 hours" or "Resolve within 24 hours." Milestone action types include: time-trigger warning actions (approaching deadline), violation actions (deadline missed), and completion actions. Milestone statuses are: Open, Completed, or Violated. Entitlement processes can be paused using Business Hours and Holiday records so that weekends and holidays do not count toward SLA timers.