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?
What are the SLA Targets?
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?

Why should I set SLA Targets? What is its importance?

Consider this situation: A VIP customer may expect you to resolve all high-priority issues within 4 hours. 

  1. When the customer raises a high-priority case, agents must know how much time they have to resolve it.
  2. In addition, it will be useful for the agent to get a heads-up when there is only 1 hour left. 
  3. There will be cases where these targets will be missed. In such cases, the concerned stakeholders need to be notified as a heads-up.

To learn more about SLA Policies, click here.  

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