| Redesign Navigation | Social Media Integration | Integration | Project management |
| Service Level Agreement | Session Manager | Known Issues | Resolved Issues |
A Service Level Agreement, or SLA, is an agreed upon measure of the average response and Resolution times that your support team delivers to your customers. Providing support based on service levels ensures that you’re delivering measured and predictable service. It also provides greater visibility when problems arise.
You can define SLA service targets in CRM10 so that you and your Support Rep can monitor your service
Level performance and meet your service level goals. CRM10 highlights tickets that fail to meet service level targets so that you can promptly identify and address problems.
The CRM administrator will be able to setup one or more SLAs per customer. As per the screenshot below we have explained each field with their individual significance.
Name – text field.
Created & Expired date – date field
Business Hours – lookup field on the business hours table.
Customer – lookup field on the account table. Optional but If left blank, this SLA will be universal for all customers.
SLA Status – List (active, inactive)
Compliance Status (%)
Green = Over <Integer Field>
Orange = Over <Integer Field> Below <Integer Field>
Red = Below <Integer Field>
- Criteria
A SLA can have one or more criteria. A criteria record will consist of the following fields:
Name
Object (Ticket, HD-Ticket)
Object Priority
Must be assigned by <list of values – 1,2,3,4,5,10,15,20,30 … etc> Based on <Day, Hr, Min>
Must be resolved by <list of values – 1,2,3,4,5,10,15,20,30 … etc> Based on <Day, Hr, Min>
Must be closed by <list of values – 1,2,3,4,5,10,15,20,30 … etc> Based on <Day, Hr, Min>
- Alerts
A SLA can have one or more alerts. An alert record will consist of the following fields:
Name
Object (Ticket, HD-Ticket)
Status (On/Off)
Run Every <list of values-15 Min, 30 Min, 45 Min,….etc>
Object Priority
Alert Condition: Hour since <created, assigned>, but not <assigned, Resolved, closed> – <list of values – 5 mins, 10 mins, 15 mins, 30 mins, 1 hour, 2 hours, … etc).
Additional condition – will open the standard SQL dialog and user can enter condition
Email to: This will show a list of email recipient options.
Email template – will show a list of email templates to pick as the email verbiage.
Update: This will show the following,
Example, if ticket priority is equal to critical, and hour since created, but not assigned is 1 hour, notify support manager.
SLA Report
