Guarantee Customer Support Reliability with SLAs

Promise your customers resolutions within SLA times. Base SLA resolution times and escalations based on issue types, customer priorities and other criteria. Then track it across every case.

Setting up SLA Policies

Define SLA policies based on customer, region, or functional area

Create any number of SLA policies that dictate how you respond to cases under various scenarios of urgence – then apply these policies to cases manually, or automatically using workflows.

Priority based targets for first response and resolution

Determine acceptable first-response and resolution times for each SLA based on whether the case is deemed to be low, medium, high, or urgent priority.

Time zones in SLAs

Establish business hours to support customers across time zones

Establish the business hours that your customer service team is available to support customers in specific time zones. Additionally, establish holidays and other periods of absence. SLAs can then be configured to only count time towards the SLA when your office is working.

Foresight alerts draw agent attention to SLAs due

Configure automated alerts to keep you in the know of approaching SLA targets, such as 30 minutes from when an urgent case is meant to be resolved by.

Configure SLA Alerts
SLA Escalation Management

Automatic escalations ensure key stakeholders are kept in the loop

Highly customizable escalation rules and alerts ensure that violated SLAs become a customer service team’s priority, ensuring customer confidence in your organization.

Use SLA statuses in workflows for SLA-based automation

Use workflows to assign or change SLAs based on rules, or to perform actions based on an SLA being assigned. If a previously closed case reopens, for example, Vtiger can change a case’s state to urgent and create a task for the assigned agent to contact the customer within the next 30 minutes.

Workflows for SLA

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