Customer specific SLAs using contract & entitlements

[Chandni Gautam]

I have a business requirement where I have to define customer/account specific service level agreements. This needs to be done using contracts & entitlements.

I have created contract & entitlement definitions, and attached to the account. Then, I have created some generic SLA definitions based on priority & tie them to the contract of the account. Now, when I raising a case for a particular account, where contract is tied & to the contract SLA is tied, the SLA is not getting triggered. I want to understand how contracts, entitlements & SLA gets tied together for an account.

[kheller]

Ensure you have a Contract Model set on the Contract - it will not work if the Contract model is blank. On a side note, also, beware of the the checkbox for "Process non-contractual SLAs" on the Contract. Setting this to false ensures that only SLAs connected to the Contract are triggered.