How to apply different SLAs to customers on the same tier
SLAs in Plain are set per tier, so every company or tenant in a tier gets the same SLA rules. Customer groups segment and filter customers but do not set SLA targets. To give customers on the same tier different SLAs, set a different SLA target for each thread priority, then use a workflow to set priority from the customer's group.
Example
Within one tier:
- Urgent threads: 1-hour first response time
- High threads: 4-hour first response time
- Normal threads: 8-hour first response time
Customers with a premium success package get a higher priority and the tighter SLA. Customers with a standard package get a lower priority and a looser SLA.
Setup
- Create one tier per subscription level, such as Enterprise, and assign all Enterprise companies or tenants to it.
- In Settings, open Tiers & SLAs and set a different first response time target for each priority level in that tier.
- In Settings, open Customer Groups and create a group for each success package, such as Enterprise Premium Success and Enterprise Standard Success.
- Add customers to the right group manually, through the API, or with a workflow triggered by CRM or billing data.
- Create a workflow that sets thread priority from group membership. For example, if the customer is in Enterprise Premium Success, set priority to Urgent.
A direct mapping from group to SLA is not supported. If you need that, use separate tiers.