How do I create service level agreement in customers app?

Updated on July 9, 2017 11:35PM by Admin

Service Level Agreement or SLA is a document that defines the customer expectations with service providers performance and qualities. In brief, its a contract between a service provider and the customer that tells the latter the level of service that is to expected from the service provider.

Apptivo Customers App allows you to create Service Level Agreement provided you use Enterprise Plan or Premium Plan. However, if you are a standard plan user it necessary that you upgrade your account to the next higher plan.

Steps to Create Service Level Agreement

  1. Log in and access Customers App from your universal navigation menu bar.
    image result for customers
  2. Click on “More” icon  and select “Settings located at the app header bar.
    image result for customers
  3. Click on “SLA’s” from the left navigation panel.
  4. If you are standard plan user, then need to upgrade your account to use this plan.
    image result for customers 
  5. Click on “Create” button in SLA dashboard.
  6. You can view “Create SLA” popup and specify:
    • SLA Name – Name for service level agreement.
  7. Click on “Add” button to include events.
  8. “Create SLA Event” popup appears, in which provide:
    • When – Select default case action from drop down list.
    • After – Provide time limit within the customer need to be logged and necessary action need to be performed. 
    • Actions – By default, Re-assign and Email are provided. Click on “Plus” icon to include more actions.
      image result for customers
  9. Click on “Create” button to complete.

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