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Posted on by Community Member Microsoft Employee

Hi,

New to the forums. Hopefully someone can help as my Google searches have failed me!

I am creating SLAs for cases. My main (default) SLA for cases is based on business hours and works fine.

But we have a certain amount of customers that receive 247 support therefore I can't create sla items for them within the main SLA because it will countdown with business hours in mind.

What's the best way to do this? Create another SLA then associate an entitlement to it? (Not dealt with entitlements yet as we don't need to specify number of support hours/cases) But possibly I create something in the entitlement that states customer is 24 hours or not.

Any advice would be appreciated!

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Entitlements / Service Level Agreements (SLA)

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Community Member Microsoft Employee on at

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RE: SLA

This worked. Thanks very much.
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RaviKashyap 55,410 on at

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RE: SLA

Hi,

Here is my thought:

You will have to use different SLA's for Business hours & 24X87 Support and associate it with the case dynamically. The easiest way to assign the SLA is through entitlement i.e. Create Entitlement for each customer and have Default SLA set for the Entitlement for that customer. Set the entitlement as default so that it populates automatically.

Have a workflow, which on create, takes the SLA from Entitlement and set that SLA for the Case.

Hope this helps.

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