Managing Customer SLAs and Service Policies
Apply account-level SLA snapshots, manage reusable templates, and keep service commitments aligned with customer delivery.
Before you start
- Customer accounts already exist in CRM.
- Your organization has defined the baseline service policies it wants to reuse.
- Quotes and work orders are enabled if you need downstream warnings.
Expected outcome
Teams can maintain reusable SLA templates centrally and apply the right policy snapshot to each customer account.
Create reusable policies in the organization layer
- Keep reusable SLA and service-policy templates in the organization controls, not buried inside one customer record.
- Name templates by the commitment the team will recognize during scheduling, quoting, and delivery.
- Review expiry, response expectations, and exclusions before making a template available for account use.
Apply the right snapshot to each customer account
- Open the customer account and attach the policy snapshot that reflects the real service agreement in force.
- Confirm the snapshot before the account enters active quote or work-order flow.
- Use account-level policy as the authoritative context when the office team needs to explain response commitments later.
Let quotes and work orders inherit the policy
- Build quotes and work orders from the customer account so they read the current SLA snapshot instead of relying on copied notes.
- Treat warnings or mismatches as account-governance issues first, not as isolated quote problems.
Troubleshooting
| Problem | What to check |
|---|---|
| The team cannot find SLA template settings in CRM | Look in the organization-level service-policy controls rather than older CRM-only locations. |
| The wrong policy appears on a quote or work order | Re-open the customer account and confirm which snapshot is currently attached. |
| Teams keep copying SLA text into notes | Move the agreement into reusable policy templates and account snapshots instead. |
Reference surfaces
- Use Organization for reusable service-policy templates, team controls, and feature configuration.
- Use Customers, Quotes, and Work Orders to see how account-level policy context shows up downstream.
- Use the Capability and Access Atlas when policy-linked actions are visible in one workspace but not another.
Sending and Reviewing Contractor Job Packs
Give external contractors controlled work-order access, support native app recipients outside your organization, and review staged submissions before merge.
Using Finance, Receivables, and Billing
Use Deucalion Finance to review overdue invoices, organization receivables, and workspace billing without exposing platform-only controls.