An agreement between a service provider (does not matter if internal or external) and the end user that states the caliber of the support and solutions to be delivered to the client by the company is known as Service Level Agreement (SLA). SLAs define the resources and level of support the client will get, with whom the SLA is signed. Note! This feature is available in Support Professional Edition and Ultimate Edition of Vtiger CRM. Design an SLA Policy To compose an SLA Policy, this protocol can be followed: First of all go to the Menu icon Look for the Settings button In settings, click SLA Policiesin the Support tab Now in this window press the +Add SLAicon in the top right corner Provide the SLA details in the pertinent fields SLA Policy Configuration Three aspects of SLA policy are to be devised Policy Name: An appropriate name for the SLA policy Operational Hours: There are two options in the