Setting up SLAs

In Sage CRM, Service Level Agreements (SLAs) define the time frames in which customer cases should be resolved and the steps that should be taken to reach an appropriate solution. Typically, customers pay for different SLA agreements (Gold, Silver, Bronze, for example) depending on the level of service they require. Moreover, individual SLAs specify varying response times and actions to match the severity of the reported problem.

  1. Click <My Profile> | Administration | System | Timings | Service Level Agreement. The list of current SLAs is displayed showing the default SLA, Gold. You can filter the list using the filter panel.
  2. Click New.
  3. On the Details panel, enter a name for the SLA. For example, Priority Customers.
  4. Enter a percentage value in Warning Percent. This figure represents the point in time at which you want the Case to be flagged in a certain way. The point in time is based on the percentage complete of the Case in the time frame specified in the SLA.
    For example, let’s say the Warning Percent specified in the SLA is 80%, and you specified in the SLA that all Cases should be closed within 30 hours. As a result, if a Case to which that SLA is assigned has not been closed within 24 hours, the Case is flagged accordingly.
  5. To set the SLA as the default, select Default SLA. If another SLA is already specified as the default SLA, unselect it first because only one SLA can be specified as the default SLA at a given time. If SLA default is set and you create a new company, the SLA field is automatically set with default SLA. The is also true for cases except when parent company have SLA set (even if it is none then case SLA will also be none).
  6. The Default SLA is used for new companies, which haven't been assigned an SLA. New cases default to the Company SLA even if it's set to "--None--". If you change the SLA on the company record, existing associated case SLAs don't change. The new or changed company SLA is only applied to new cases.
  7. Select a Business Calendar and a Holiday Set to apply to the SLA.
  8. For High, Low, and Medium priority Cases, specify the total amount of hours the Case should be closed in, in Close In.
  9. From the SLA Timings in Hours panel, specify the number of hours that each stage of the Case should be closed by in Action. Do this for High, Low and Medium priority Cases. The Number of Action fields available depends on the number specified in <My Profile> | Administration | Advanced Customization | Workflow & Escalation Configuration | Maximum SLA actions.
  10. Click Save.