SuiteCRM Service Level Agreement Add-on

SuiteCRM Extension-Service Level Agreement

Variance Infotech developed Service Level Agreement add-ons to create notification and escalation procedures for issues, outlining escalation criteria and actions to be taken at specific escalation levels. SLAs are enforced on cases or tickets that meet defined criteria, and alerts can be sent to selected resources in case of potential Service Level Agreement violations. A service level agreement (SLA) is an understanding between the service provider and the customer to offer service from the service provider.

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Time Base Trigger

Time base trigger on various cases if status of the case has not been changed by the due time defined in the SLA Process.

Automatically Assign SLAs

Automatically assign SLAs to tickets based on the various defined parameters.

Send Alert

Send an alert email to selected resources when there is a potential SLA violation.

Assign Ticket

Assign a ticket to other users if the ticket is not resolved by the current user.

Apply SLA

Apply SLA to business hours or calendar hours.

Multi Languages

Timekeeping support Multi Languages (Deutsche, English, Española, Française, Magyar, Italiana, Nederlands, Portuguesa, португальский, Українська please confirm languages).

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Compatibility
Current Service Level Agreement Version	2.0
Last Update	20th August, 2019
Support SuiteCRM Version	7.0.* and above
Database Support	MySQL, MSSQL
Compatible Browser	IE10, IE11, Firefox, Safari, Chrome
Supported Language	English (United States), German, Spanish, French, Hungarian, Italian, Dutch, Portuguese, Russian

"VIServiceLevelAgreement-1.0-Version7.0.zip" to "VIServiceLevelAgreement-1.0-Version7.11.zip" will work on SuiteCRM versions 7.0.* to 7.10 *.

- Service Level Agreement (SLA) extension support in MSSQL is also included within this release.

"VIServiceLevelAgreement-2.0-Version7.0.zip" to "VIServiceLevelAgreement-2.0-Version7.11.zip" will work on SuiteCRM versions 7.0.* to 7.11 *.

- Add Update License option in Listview of SLA Configuration Page.

"VIServiceLevelAgreement-3.0-Version7.0.zip" to "VIServiceLevelAgreement-3.0-Version7.11.zip" will work on SuiteCRM versions 7.0.* to 7.11.*

- Allow Dynamic Dropdown Type field for Trigger SLA.

- Apply Fulfillment Field Mandatory in the Configuration Page.

- Able to Reassign Record to the Security Group

- Add Generate SLA Breached Report Option

"VIServiceLevelAgreement-4.0-Version7.0.zip" to "VIServiceLevelAgreement-4.0-Version7.11.zip" will work on SuiteCRM versions 7.0.* to 7.11.*

The Service Level Agreement (SLA) add-on allows administrators to create custom SLA policy rules that are automatically applied to records in SuiteCRM. This helps manage and enforce service agreements between service providers and customers.

The SLA add-on ensures that service commitments are met by automatically applying SLA rules and triggering actions such as sending emails, reassigning records, or triggering workflows based on predefined conditions. This helps in maintaining service quality and customer satisfaction.

SLA policies can trigger various actions, including sending emails, reassigning records, and triggering workflows. These actions can be set to occur either before or after the SLA policy is resolved.

Yes, the add-on displays SLA logs on each record if this feature is enabled. This allows you to track the application and resolution of SLA policies.

You can configure SLA policies through the SLA configuration settings in SuiteCRM. Detailed instructions are provided in the user guide.

The SLA add-on allows you to create escalation procedures, define criteria for escalation, and specify actions to be executed at different escalation levels. This helps ensure timely resolution of issues and adherence to service commitments.

Yes, you can customize the conditions for SLA policies based on your specific business requirements. This allows for flexible and tailored application of SLA rules.

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SuiteCRM Extension-Service Level Agreement

Lifetime Plan

Service Level Agreement Extension

$999

One-time purchase

$499

Yearly purchase

Service Level Agreement

Increase productivity and improve efficiency.

Time Base Trigger

Automatically Assign SLAs

Send Alert

Assign Ticket

Apply SLA

Multi Languages

We improvise our products on regular basis to deliver the best

Major Release Service Level Agreement(SLA) 1.0 - 22/03/2019

Major Release Service Level Agreement(SLA) 2.0 - 20/08/2019.

Major Release Service Level Agreement(SLA) 3.0 - 27/04/2020

Major Release Service Level Agreement(SLA) 4.0 - 04/06/2020

What is the Service Level Agreement (SLA) add-on?

How does this add-on benefit my business?

What actions can be triggered by SLA policies?

Can I view the SLA logs for each record?

How do I configure the SLA policies?

How does the add-on help in managing escalations?

Can I customize the conditions for SLA policies?

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