How do I create an SLA for customer cases?

You can create SLA policies under Settings. The Settings page is accessible only by Admin users.

Follow these steps to create an SLA:

1. Click your display picture on the top right corner of the screen
2. Click Settings
3. Select SLA Policies under Support
4. Click +Add Customer SLA
5. Enter the following details:
   • Policy Name: Name of the SLA
   • Operational Hours: 
     • Business Hours if the SLA must depend on the business hours of support reps.
     • Calendar Hours if the SLA must depend on calendar hours
   • Default SLA: Enable to make the SLA default for all the cases
   • Set SLA Targets:
     • First Response within: Support reps must respond to a case within this time
     • Resolve within: Support reps must resolve a case within this time
     • Alerts: Must be enabled if support reps/managers must be alerted before an SLA violation
     • Escalation: Must be enabled if support reps/managers must be sent an escalation email when SLA is violated
   • Configure Email Alerts (before Violation) (This option is available only when Alert is enabled in the previous step.)
     • Users: Users who must be alerted before an SLA violation
     • Before SLA Violation: When the email alert must be sent - number of minutes, hours, or days before SLA violation
     • Email Template: Template that must be used to send the email alert
   • Configure Escalation Email (on Violation) (This option is available only when Escalation is enabled in the previous step.)
     • Users: Users who must be sent the escalation email after an SLA violation
     • If not Resolved: When the escalation email must be sent - if a case is not resolved within certain minutes, hours, or days after the SLA violation
     • Email Template: Template that must be used to send the escalation email
6. Click Save.

Note: You can configure multiple alerts and escalations by clicking the +Add Alert and +Add Escalation buttons.