FAQs in this section
What is an SLA (Service Level Agreement)?
I am looking for information on Service Level Agreements or SLAs.
Where do I set up SLA policies?
Is there a way to send alerts before the violation of an SLA?
Can I escalate the violation of an SLA?
When a case's SLA status says Time Left, what does this mean?
What are SLAs?
How will SLAs benefit me?
I have a Sales Starter edition of Vtiger CRM. Can I configure SLAs in this?
What are the types of SLA I can create in the CRM?
What is a Customer SLA?
What is an Internal SLA?
Where do I create an SLA policy in the CRM?
How do I configure an SLA Policy?
What is the difference between Business Hours and Calendar Hours?
What are the SLA Targets?
Why should I set SLA Targets? What is its importance?
My SLA policy is based on Business Hours. What will happen if I don't set SLA Targets?
How do I configure alerts in the SLA policy?
How do I be notified when an SLA violation happens?
I don't want the SLA Timer to be running in certain case states. Is this possible?
Why are SLA Statuses necessary?
The case is closed, but the customer has replied to it. What will happen to the status of the case?
I saw the SLA status as Fulfilled in a Case. What does this mean?
My case is in New status. What will the SLA timer do?
How do I know when an SLA has been violated in a case?
How do I understand the dependency of cases on SLAs?
I am waiting for my customer to reply to the case. Will the SLA timer still run?
When will the SLA timer on a case stop?
What happens when a Case or an Internal Ticket gets escalated?
The case is resolved. But I can see a + sign in the status. What does this mean?
Can I create custom priorities as SLA Targets?
How do I create an SLA for customer cases?
Table of Contents
You can create SLA policies under Settings. The Settings page is accessible only by Admin users.
Follow these steps to create an SLA:
Follow these steps to create an SLA:
- Click your display picture on the top right corner of the screen
- Click Settings
- Select SLA Policies under Support
- Click +Add Customer SLA
- 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
- Click Save.
Was this FAQ helpful?
0
out of
0
found this helpful.
Comments 0
Be the first to comment