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Feature Availability

Introduction to Service Level Agreements

Vtiger's SLA feature

Vtiger CRM allows you to create two SLA types: Customer and Internal.

• Customer SLA: Customer SLAs are used only in the Cases module. You can have different SLAs for every customer you serve. The default Customer SLA is applied every time a new case is created, but you can change this by editing the SLA name in the case record. The value in the Type column is set for customer SLAs to Customer. To learn more about cases, click here.
• Internal SLA: Internal SLAs are used in the Internal Tickets module. Internal SLAs are mainly used to measure the service provided to your company’s employees. Whenever you create a new Internal ticket, the default Internal SLA is applied, which can be changed later by editing the SLA name. For internal SLAs, the value in the Type column is set to Internal.  To learn more about Internal Tickets, click here.

Understanding SLA Statuses 

It is very important to understand different SLA statuses in Cases and Internal Tickets. SLA statuses help the service provider to react to the problem efficiently. The SLA status speaks about the current situation of the SLA time clock. Here is an explanation of each status:

• Time left: Displays the time left to resolve a case or an internal ticket since the SLA time clock started. The time is displayed in the Summary View of the case record.
• Fulfilled: The case or an internal ticket was resolved within the specified target time in the SLA. 
• Violated: The case or an internal ticket was not resolved within the specified target time in the SLA. 
• Escalated: After the violation, if escalation rules configured in the SLA are executed, then the case or an internal ticket status will change to escalated

Benefits

The benefits of using the SLA feature in Vtiger are:

• Prioritize customer issues.
• Trigger alerts when there are any unattended issues.
• Set up an escalation hierarchy to deal with violations.
• Ensure the customer is provided with a solution within a specified time.

In this article, you will learn about: 

• Creating an SLA Policy
• Set SLA Targets
• Configure SLA Alerts

Creating an SLA Policy

Creating an SLA Policy requires you to configure an SLA Policy, set SLA targets, and configure SLA Alerts.

• Setting SLA Targets: You can set up response and resolution times. You can also set priorities that must be implemented for every case or internal ticket. 
• Configuring SLA Alerts: You can configure escalation emails sent to users who must be notified when an SLA violation occurs. These users are normally sales managers, account managers, or other stakeholders who interact with the customer. The CRM allows you to select a priority level to alert stakeholders about escalations. 

Follow the steps to create an SLA Policy:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Help Desk.
4. Go to CONFIGURATION > Support Administration.
5. Click SLA Policies. The Configuring SLA Policy page opens.
6. Click + Add SLA.
7. Select the module for which you want to add the SLA. For example, select Cases. The Configuring SLA Policy window opens.
8. Enter or select information for the following:
   1. Policy Name - Provide a name to the SLA policy.
   2. Operational Hours - Enter the details of operational hours, either Calendar Hours or Business Hours.
   3. Default SLA - Enable the checkbox to set the SLA Policy as the default and apply it to all new cases.
   4. Set SLA Targets
      1. Priority - You can categorize the issues as Urgent, High, Medium, and Low. You can add or remove custom priorities as SLA Targets and run your SLAs based on them using the Add Priority button. 
      2. First Response within - You can specify the time (number of minutes, hours, or days) a customer must receive the first response from the customer service agent or customer support. 
      3. Resolve Within -  Specify the time (number of minutes, hours, or days) within which a customer’s issue must be resolved by the service provider.
      4. Operational Hours - Enter the details of operational hours, either Calendar Hours or Business Hours.
   5. Configure SLA Alerts
      1. Priority - Select the SLA Priority (e.g., Low, Medium, High, or Urgent) for which the alert should be triggered.
      2. Users - Select the Users (such as Assigned to User, Co-owner, or a specific User) who must be alerted when the SLA is about to be violated. 
      3. Alert Time - Specify the time before or after the SLA is violated when the email alert should be triggered.
      4. Email Template - Select the Email Template to be used for the alert notification. 
   6. Click + Add Alert to add multiple alerts at different time intervals with the same or different users for the SLA policy.
   7. Click Save.

Note:

• You can add Operational Hours as a priority to your SLAs, and the system will consider them as a priority. You can define different SLAs (High, Medium, and Low) with different Operation Hours (both Calendar hours and business hours) as a priority. 
• The Business Hours feature defines specific working hours of your company. You can set it up on the Business Hours page in the CRM. To learn how to set up a Business Hour, click here.
• Calendar Hours include non-business hours as well. It is open 24 hours a day.

Enabling an SLA for a Selected Module

Follow these steps to enable an SLA for a selected module:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Help Desk.
4. Go to CONFIGURATION > Support Administration.
5. Click SLA Policies. The Configuring SLA Policy page opens.
6. Click + Enable for Module. The Enable for module window opens.
7. Enter or select the following information -
   1. Select Module: Select the Module you want to enable the SLA for.
   2. Select Target Module: Select the Target Module.
8. Click Save.

Note:

• To enable SLA for a module, it is necessary to have the closed state configured, and the closed state field must be a status field. You can enable this from Settings > Module Layouts & Fields > Closed States.
• Once you enable an SLA for a module and select a target field, you cannot disable or change it, so choose carefully. The selected target field cannot be disabled or deleted either.

Configure My Preferences Feature Configuration - Company Details Set up your Company Details Help Desk Management Overview Managing Customer Cases