Best Approach to define the SLA in Customer Service Management

[BAK2211]

Hello Everyone,

We have a requirement to define the SLA's for different accounts/customers. We are using the CSM data model structure for case management where each account associated with product,product model, service offering, sold product and install base item(it is linked with mapped with application services).

Now we have a thousand's of customers and some of them have same SLA's in common and some of them have different. We are also using the contracts and entitlements modules for accounts. My question here is which field we can use here to define the common SLA's for number of customers  (can be attached to a service contract, to a company, and to a product and can be configured to start, pause, and stop based on any customer service case attributes.)
I am looking best generic approach to define it. Thank you in advance.

Thanks,
BhojAk2211

[Mark Manders]

You should start by checking on what you define your SLAs. If you have a certain Service Offering for which the SLA is the same for every customer, you can run it on that, but if there are exceptions, it's better to create them per account, or use tiers on the offerings (like bronze/silver/gold). 
You could also check on the Service Commitment table if that is applicable, where you can put commitments on contracts (if those differ between customers). For instance if customer A has an SLA stating 99% within 8 hours and for customer B it's 85%, you can easily link the commitments to the contracts.

The complexity really depends on how your SLAs are setup. Do you define them and are they just part of your sales process (standard), or are they negotiated with clients and do you have many different ones. When finding the shared SLAs is more work than just creating the definitions per customer, just use naming conventions and create them based on the customer/product combination.

[BAK2211]

Hi Mark, Thank You for explanation. The sold product is associated with product, account and service offering.
During case creation customer can choose install base item and then sold product field value will be auto populated. Then we need sold product.service_offering condition in the SLA's. Meaning we can mapped sold products to same offerings for other customers as well.

Thanks,
Akshay