Examples of Applying Service Level Agreements (SLAs)
Business rules let you apply SLAs (service level agreements) automatically to your customer records. You can apply SLAs using contact, organization, or incident rules.
When you apply an SLA to a customer (either automatically through business rules or manually through the Service Console), you define a certain level of customer support to which the customer is entitled. Then, when the customer submits an incident, the incident can be credited against the SLA, effectively reducing the number of remaining incidents by one. In addition to using business rules to apply SLAs to the customer record, you can also use them to credit an incident to an SLA.
SLAs can be applied only to contacts that are not associated with organizations. If a contact belongs to an organization, then the SLA must be applied to the organization. Any incidents submitted by contacts belonging to the organization will be credited to the organization’s SLA.