SLA Policies

Service Level Agreements (SLAs) help your sales team respond to leads and deals within defined timelines. By setting response targets, working hours, and business rules, Frappe CRM automatically tracks whether your team is meeting expected service levels.

SLAs improve response consistency, help prioritize customer communication, and provide measurable service standards for your sales process.

Prerequisites

Before creating an SLA Policy, create a Holiday List from Settings > Holiday List. Holidays linked to an SLA are excluded from response time calculations.

Create an SLA Policy

To configure an SLA:

1. Go to Settings > SLA Policies.
2. Click + New.
3. Configure the SLA settings.
4. Enable the policy.
5. Save your changes.

SLA Configuration

Each SLA Policy includes several configuration sections.

General Information

• Name — A descriptive name for the SLA policy.
• Apply On — Choose whether the SLA applies to Leads or Deals.
• Rolling Response — Tracks SLA targets for every subsequent customer reply instead of only the initial response.

Assignment Conditions

You can control when an SLA is applied by defining assignment rules.

• Default SLA — Automatically applies this policy when no other matching SLA exists.
• Custom Conditions — Apply the SLA only when specified field conditions are met, such as Lead Source, Territory, Industry, or any other supported field.
• Valid From — Define the period during which the SLA remains active.

Response and Follow-up

Specify the response time targets that your team should achieve after receiving customer communication.

These response durations are used by the CRM to monitor SLA compliance and notify users when deadlines approach or are missed.

Working Hours and Holidays

Configure the business hours that should be considered when calculating SLA response times.

• Set working hours for each day of the week.
• Link a Holiday List to automatically exclude holidays.
• Only communication received during configured working hours contributes toward SLA calculations.

Enable the SLA

After completing the configuration, enable the policy so it becomes active for matching leads or deals.

Benefits of SLA Policies

• Improve response times for leads and customers.
• Ensure consistent communication across the sales team.
• Prioritize important leads based on defined service levels.
• Measure team responsiveness against established targets.
• Increase customer satisfaction through timely follow-ups.

Best Practices

• Create separate SLA policies for different lead sources, territories, or customer segments.
• Keep your working hours and holiday lists updated.
• Review SLA performance regularly to identify bottlenecks.
• Use rolling responses when ongoing customer communication requires continuous monitoring.
• Test new SLA policies before using them in production.