Four SLA tiers, each with its own response and resolution targets
Service CRM · Governance & Service Levels
SLA Policies
Four tiers, response and resolution, with the clock rules
app.quipcom.ai
In detail
What SLA Policies does
Part of Governance & Service Levels in QuipCRM — Service CRM. The promises you make to the business, written down once and enforced by the system.
Tiers are assigned by category and severity at ticket creation
The SLA clock is what the escalation matrix and business hours setting both key off
Where it fits
Service levels the system enforces, not just records
SLA Policies is 3 of 8 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
SLA Policies supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Who uses it
Who works with SLA Policies
Administrator
Categories, SLAs, escalation, notifications, business hours, AI guardrails.
- Categories, SLA tiers and escalation set once
- Notifications per event, channel and role
- AI confidence thresholds you control
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.