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? How do I create an SLA for customer cases? 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? 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?
What are the SLA Targets?
Table of Contents
SLA Targets are used to set response time and resolution time. You can set the priorities that must be implemented for every case or an internal ticket.
- Priority - You can categorize the issues as Urgent, High, Medium, and Low.
- First Response within - You can specify the time (number of minutes, hours, or days) within which a customer must receive the first response from the customer service agent or customer support.
- Resolve Within - Specify the time (number of minutes, hours, or days) within which the service provider must resolve a customer’s issue.
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