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

Service-Level Agreements

Siebel Email Response can use information from your customer service-level agreements (SLAs) when processing incoming email. For example, if your organization has two levels of support, standard and premier, then your Siebel Email Response administrator can implement the following service functionality:

• Customers with standard agreements can access 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 date and time that they will receive a response.