Service Level Agreements (SLAs) define the contracts or agreements between you and your customers regarding the level of service you will provide. Within the CRM system, you can define multiple SLAs (e.g., Gold, Silver, Bronze) and assign an SLA to each Account. Each SLA can have multiple Case Levels (e.g., High, Medium, Low), with each Case Level defining the elapsed time after the case is opened. As time passes, the Case will change its status from Green to Amber and then Red to indicate urgency. Additionally, each Case Level can be ranked, allowing, for example, a 'High' level case for a Silver customer to rank higher than a 'Medium' level case for a Gold customer. If SLAs are not used, a default SLA will apply to all customers.
On this page you have the following options:
Overview SLAs
Service Level Agreements (SLAs) set in the CRM determine the priority of a Case and when it changes color from Green to Amber and then Red as time elapses since the case was opened. The priority is also influenced by the Rank of each Case relative to others. To manage and define SLAs, go to the Settings section, then open the System Settings tab and find the Service Level Agreements section. You can filter SLAs based on your security permissions (My SLAs, My Group’s SLAs, All SLAs).
Add SLA
To create new SLAs, click the + Add button on the SLA table.
The following fields are required when creating an SLA:
- SLA Name: Enter a name for this SLA (e.g., Gold, Priority One).
- Active: Tick the checkbox to enable this SLA.
- Owner: Choose the CRM user responsible for managing this SLA.
- Notes: Add any notes or comments for this SLA. These will be visible when you hover over the SLA name on the SLA page.
After you added a SLA it will be shown in the SLAs overview. Click on it to see a detailed overview and the Case Levels.
Case Levels
Each SLA can have multiple Case Levels to determine the priority within that SLA. To create a new Case Level, click the + Add button in the Case Level table.
The following fields are required when setting up a Case Level:
- Case Level Name: Define the name for this Case Level (e.g., High, Business Critical).
- Amber Time: The time after which the Case will turn Amber.
- Red Time: The time after which the Case will turn Red.
Ranks
The Rank associated with each Case Level determines how cases are sorted relative to one another. For example, if:
| Case Level | SLA | Amber Rank | Green Rank | Red Rank |
|---|---|---|---|---|
| Critical | Silver | 60 | 40 | 80 |
| Standard | Gold | 50 | 40 | 90 |
In this example, a Case with the “Critical” Case Level under the Silver SLA will rank higher than a Case with the “Standard” Case Level under the Gold SLA, due to the different Amber and Green ranks.
The following table outlines how the Green, Amber, and Red Ranks are assigned to Cases:
| Rank | Description |
|---|---|
| Green Rank | The Rank that the Case will have if it is Green. |
| Amber Rank | The Rank that the Case will have when it turns Amber. |
| Red Rank | The Rank that the Case will have when it turns Red. |
Setting a Customer’s SLA
To assign an SLA to a customer, edit the customer’s Account and select the appropriate SLA from the dropdown menu listing all Active SLAs. When a Case is created for that Account, you can choose the relevant Case Level from the list of Case Levels defined for that SLA. The Rank and Colour (Green, Amber, Red) of a Case are calculated based on the time elapsed since the Case was opened and the selected Case Level. If no SLA is assigned to an Account, the Rank will default to 0, and the Case Colour will always remain grey.