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Customer Service forum

Multiple SLAs that may depend on Customers or Customer Contracts

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Hello and Good day,

I would just like to ask for an advice if it is possible in the customer service, when creating a case, an SLA will depend on the product or contract the customer has.

I understand that it is possible to create multiple SLAs. 

Sample scenario below:

Customer A bought a Smartphone. The vendor/supplier of the Smartphone has their own SLA for their support. 

Customer B bought a Laptop. This vendor has a different SLA.

When creating a case, and the customer is Customer A with the Smarphone tagged as the product related, the SLA is different from when a case is created for Customer B which owns a Laptop.

Is this possible? If yes, can you please help me out on this?

Thank you in advance!

I have the same question (0)
  • Suggested answer
    MihirShah Profile Picture
    4,036 on at

    Hi,

    You may want to set-up an SLA and create the 2 SLA details as shown below.

    1. For Product = Smartphone select the KPI and set the Applicable When and Success criteria

    2. For Product = Laptop select the KPI and set the Applicable When and Success criteria for Laptop product

    Hope this helps.

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