In previous releases, you could create SLAs only for case records. With CRM Online 2016 Update 1 and CRM 2016 SP1, you can now create enhanced SLAs for entities that are enabled for SLA. A system administrator or customizer can enable SLAs for the following entities and also for custom entities and custom activities:
- All activity entities like email, phone, and appointment except recurring appointment and its instances.
To enable SLA for custom entities you can select Enable for SLA option in the entity.
once the entity is published you can configure SLA using the same steps we used for case, system will ask for the related entity at the time of SLA creation .
Please note that only enhanced SLA is available for custom entities , standard SLA can be used only with case entity.
To create see how to configure SLA please follow the link :Define SLA
To add a timer control to the form please follow : Add Timer
Hope this was helpful……..