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? 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? 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?
How do I understand the dependency of cases on SLAs?
Table of Contents
Read this example for a better understanding:
Mr. Barry Sheene reports a Speaker issue, which creates a case in Vtiger. The status of the case is set to New.
- Let’s assume that the problem is of high priority, and the SLA for case resolution is 6 hours from the time the case is created.
- Case Created time = 10 AM, Case Status = New, SLA Status = Time left, SLA Time Remaining = 6 hours 0 minutes.
- Suppose the case status is changed from New to Open, and one of the Support agents, say, Akira Rio, assigned it to herself at 10:30 AM.
- Case Status = Open, SLA Status = Time Left, SLA Time Remaining = 5 hours 30 minutes.
- After working for a few hours, she comes up with a few queries that need to be clarified by Mr. Barry. So, she sends an email query to him and marks the status as Wait for Customer at 12:15 PM.
- Case Status = Wait for Customer, SLA Status = Time Left, SLA Time Remaining = 3 hours 45 minutes.
- Mr. Barry replies to the email at 12:45 PM, which changes the case status from Wait to Customer to Open.
- Case Status = Open, SLA Status = Time Left, SLA Time Remaining = 3 hours 45 minutes.
- Akira resolves the issue within SLA time and marks the status as resolved at 1:30 PM.
- Case Status = Resolved, SLA Status = Fulfilled, SLA Time Remaining = +3 hours 0 minutes.
- If Akira had taken a long time to resolve the case and violated the SLA, then the SLA Status would have been set to Violated.
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