Companies & SLA
Group customers under the organisations they work for, and give each organisation its own service commitments.
What is it?
Company records link multiple customer contacts to one organisation, hold contract details and carry the SLA policy that applies to their tickets — response time, resolution time and business hours.
Why does it exist?
Business customers are organisations, not individuals. Three people from the same client should share one history, and a customer paying for priority support should demonstrably get it.
How does it work?
1
Create the company and attach its contacts.
2
Define the SLA: first-response target, resolution target and the hours they are measured against.
3
The ticket clock now runs against that policy, pausing outside business hours.
4
Review SLA compliance per company in Reports.
WHO USES IT
Administrator
Account managers
WHAT MANAGEMENT ACHIEVES
Contractual promises become measurable, and breaches are visible before the customer raises them.
In practice
A client on a four-hour response contract raises a ticket at 5pm. The clock pauses at close of business and resumes at 10am, and the desk shows the true deadline to the agent.
See this screen in the real software:
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