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FEATURES > SERVICE LEVEL AGREEMENTS (SLAS)
Gratify Customers with a comprehensive SLA policy
Raise the bar for customer support expectations without any fuss. Vtiger presents you with a comprehensive SLA policy that covers all bases.
Base SLA resolution times and escalations based on issue types, customer priorities and other criteria. Then track it across every case.
What is an SLA?
A Service Level Agreement (SLA) is an agreement between a business and its customer. It outlines the services to be delivered within agreed-upon conditions and deadlines.
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Define SLA policies based on customer, region, or functional area
Create any number of SLA policies that dictate how you should respond to cases under various scenarios of urgency. Create separate SLA policies for customers and internal teams.
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Priority-based targets for response and resolution
Specify acceptable response and resolution times for each SLA, based on whether the case is deemed to be low, medium, high, or urgent priority.
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Intertwine Business Hours and SLAs
Intertwine Business Hours and SLAs Specify the business hours that your support team is available to serve your customers (in specific time zones). Configure SLA policies for both business hours or calendar hours.
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Foresight alerts draw attention to SLAs due
Configure automated email alerts to keep you in the know of approaching SLA targets. You can specify the threshold in minutes, hours, or days as well as add specific templates
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Automatic escalations ensure key stakeholders are kept in the loop
Highly customizable escalation rules and alerts ensure that violated SLAs become the support team's priority, ensuring customer confidence in your organization.
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Use SLA statuses in workflows for SLA-based automation
Use workflows to set up certain actions to take place automatically based on the SLA status of a case. SLA timer runs in sync with case status.
CASE STUDIES
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