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? 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? 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?