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.
#3949 - Status control and Case type.
Hi, I have 2 questions: 1. If I add more types to the Case-> type dropdown list, can I select those in the SLA tool. I plan to have some SLA that are for specific product families. 2. I was able to follow all the aspects of your tool except I'm not sure what THE SLA status control section does. Do you have any further documentation that explains it ?
Ignazio
3 years ago
Hello,
If I add more types to the Case-> type dropdown list, can I select those in the SLA tool. I plan to have some SLA that are for specific product families. Answer : Yes. If you add more types to the Case->type dropdown list then it'll available in the SLA Tool for Selection.
I was able to follow all the aspects of your tool except I'm not sure what THE SLA status control section does. Do you have any further documentation that explains it ? Answer : SLA Status control step is used for Control the SLA. There are two things in the SLA Control Status Step one is for Pause/Holder Values and another for Fulfilment Value. Pause/Hold Values : If you don't want to consider the SLA time for particular status of the Record even if the SLA Timer is running then you need to select the value of it. Fulfilment Values : If you select any value in the Fulfilment Value then it'll check that value in the Record. Whenever the value updated by the User in the Record which is selected in the Fulfilment Value than it's consider SLA as Completed and Timer will Stop for that Record.
Hope your doubt is clear now with the above explanation.
Please let us know if you have any more questions.
Regards, Variance Infotech PVT LTD
a year ago
Hello
Thanks for your valuable support and being our customer. As per our last discussion related to ticket, hope you've received satisfied answer from our support team. For now, We're closing the ticket but if you've any questions or concern feel free to email us on techsupport@varianceinfotech.com or reply to the same ticket.
Regards,
Support Team Variance InfoTech Pvt Ltd