by Variance InfoTech Pvt Ltd

Service Level Agreement (SLA) is the understanding between service provider and customer to offer service from service provider.

“SuiteCRM Service Level Agreement” extensions from VIPL Team support SLA and its defined by users.

You can create notification and escalation procedures in terms of which issues are subject to escalation, the escalation criteria to be applied, and the action to execute upon a specific escalation level.

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Service Level Agreement(SLA) allows administrator to create custom Service Level Agreement(SLA) Policy rules, which then get automatically applied to a record.


  • Automatically applies Service Level Agreement(SLA) Policies rules based on predefined conditions
  • Service Level Agreement(SLA) Actions: 1. Send Email 2. Reassign record 3. Trigger Workflow
  • Actions can be triggered BEFORE or AFTER Service Level Agreement(SLA) policy resolved.
  • Displays Service Level Agreement(SLA) Log on each record (if enabled)

Getting started

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