Siebel Email Response Administration Guide > Overview of Siebel Email Response > Siebel Email Response Features >

Processing Responses Based on Service-Level Agreements (SLAs)

Siebel Email Response can use information from your customers' service-level agreements when processing incoming emails. For example, if your organization has two levels of support, standard and premier, your Siebel Email Response administrator can implement Siebel Email Response in the following ways:

• Customers with standard agreements can have access to full online support but do not receive any premier services.
• Customers with premier agreements can send an email message and receive an immediate auto-acknowledgment giving the latest date and time that they will receive a response.