Docs/Admin/Customer SLAs and service policies
Admin how-to

Keep service commitments structured before delivery friction appears.

Deucalion stores SLA policy on the customer account, but the reusable template library now lives in Organization > Service Policies. Use both surfaces together so account ownership, site scope, and delivery promises stay aligned.

Audience

Owners, org admins, account managers, and coordinators who need repeatable service-policy setup across multiple customers.

Before you start

You need a customer account, optional linked sites, and the right permission level to manage org or global SLA templates.

Expected outcome

A customer account carries the right SLA snapshot, and the team knows where reusable templates are managed and who can change them.

Understand where the policy lives

  • The live SLA used by a customer is saved on the customer account.
  • Reusable templates live in Organization > Service Policies.
  • Applying a template creates a snapshot on the customer. Later template edits do not silently rewrite existing accounts.

Manage reusable templates in Service Policies

  1. Open Organization and switch to Service Policies.
  2. Review the split between Workspace Templates and Global Defaults.
  3. Clone a global template when your organization needs a local variation.
  4. Edit, archive, or restore templates only when you understand which customer accounts rely on them as a starting point.

Permission note

Organization owners/admins can manage org-scoped templates. Platform admins can also manage global defaults. Engineers do not manage SLA templates.

Apply a template to a customer

  1. Open Customers and edit the account.
  2. In the Service Agreement section, choose an existing SLA template or stay on Custom policy.
  3. Review the coverage and contract settings, calendar, commitments, and governance contacts before saving.
  4. Save the customer so the account stores the selected SLA snapshot.

Scope the SLA correctly

The SLA is assigned at the customer account level first. It can then be narrowed inside the same policy.

  • Use Covered Sites when only part of the estate is covered.
  • Use Covered Service Lines when only certain work types are in scope.
  • If covered sites are blank, the policy is treated as applying broadly across the account rather than requiring one SLA per site.

Use the customer SLA downstream

  1. Let quotes and work orders read the saved account snapshot rather than trying to rebuild service promises from memory.
  2. Pay attention to warnings when a selected site or service line falls outside the saved SLA scope.
  3. Treat the customer account as the main place to review service policy, not the quote or work order in isolation.

Troubleshooting

Problem What to check
The team cannot find SLA template settings in CRM SLA template management moved to Organization > Service Policies. Old CRM settings links now redirect there.
The policy looks wrong on a quote or work order Re-open the customer account and confirm the saved SLA snapshot, covered sites, and covered service lines.
A template was archived but existing customers still show it That is expected. Archived templates stop new use, but existing customer snapshots keep working.

Next steps

Once customer policy is clean, move into the commercial and receivables desks that depend on it.

Customers, quotes, work orders, and finance Finance, receivables, and billing

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