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 Operational Hours dropdown. Put in the particulars of operational hours in Calendar Hours or as per the Business Hours designed for a specific region.
Default SLA: The SLA being configured can be set as the default SLA by flipping on the checkbox. It will be applied automatically to the new cases.
Allocation of SLA Targets
You can define the SLA First Response Time for all of the four priority levels as well as Resolve within periods for those. E.g. for URGENT > First Response Time: 60 mins > Resolve Time within: 2 hours.
Email Alerts before Violation
To set-up Email Alerts before Violation, tick-mark the checkbox in front of the priorities
Click & select the Users to whom email Alert to be sent
Then define a deadline before the SLA Violation
And finally choose an email template for the SLA Alert.
Escalation Emails on Violation
To enable escalation emails on violation, check the box besides Alerts, named Escalation.
Click & select the Users to whom escalation email to be sent
Then determine the time if not resolved after the SLA Violation