SA Type - Characteristics
To define characteristics common to all service agreements of a given type, open Admin > Customer > SA Type > Search and navigate to the Characteristics page.
Description of Page
Use the characteristics collection to define a Characteristic Type, Sequence, and Characteristic Value common to all service agreements of this type.
Note: 
You can only choose characteristic types defined as permissible on a SA Type record. Refer to Setting Up Characteristic Types & Their Values for more information.