[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"cms-entry-help-sla-policies-and-support-cases-en":3},{"message":4,"data":5,"success":40},"OK",{"id":6,"entry_type":7,"locale":8,"slug":9,"title":10,"summary":11,"body":12,"blocks":13,"author_name":14,"published_at":15,"updated_at":15,"data":16,"category":14,"tags":17,"related":18,"alternates":31,"seo":36,"cover":14,"media":39,"preview":38},32,"help","en","sla-policies-and-support-cases","SLA Policies, Entitlements and Support Cases","Define first-response and resolution times per priority, give contract customers entitlements, assign cases automatically and monitor SLA status.","> The CRModular interface is currently in Turkish. Menu and button names are shown in **bold Turkish** with an English explanation in brackets.\n\n> These screens are available on **Professional** and higher plans.\n\n## 1. SLA policies\n\n**Ayarlar → SLA Politikaları** (Settings → SLA policies): define one policy per priority. Example:\n\n| Priority | First response | Resolution |\n|---|---|---|\n| Critical | 1 hour | 4 hours |\n| High | 2 hours | 8 hours |\n| Normal | 4 hours | 24 hours |\n| Low | 8 hours | 48 hours |\n\nSet the **business hours only** option on each policy. We explain how to choose targets in [this article](\u002Fen\u002Fblog\u002Fhow-to-set-slas-for-service-teams).\n\n## 2. Entitlements\n\nGive contract customers an account-level SLA and a monthly case allowance. **The account's entitlement takes precedence over the priority policy.**\n\n## 3. Assignment\n\nCreate an assignment group for support (see [sales process](\u002Fen\u002Fhelp\u002Fsales-process-stages-and-reasons)) and turn on **Ayarlar → Şirket → Servis → Vakaları Otomatik Ata** (Settings → Company → Service → Auto-assign cases).\n\n## 4. Knowledge base\n\nOn **Bilgi Bankası** (Knowledge base) create categories and publish FAQs and solution articles. Relevant articles are suggested on the case detail.\n\n## On the case screen\n\n- The **SLA Durumu** (SLA status) card shows the time left for first response and resolution, with a warning as the deadline nears and a breach flag when it passes.\n- **Müşteriye Yanıtla** (Reply to customer) sends the email from the case; the first-response timer stops when the first reply is sent.\n- The SLA breach check runs every 15 minutes.\n\n## Check\n\nOpen a Critical case: the SLA card should show a 1-hour first-response target and the case should be assigned to someone in the support group.\n",[],null,"2026-10-03T17:31:18.361Z",{},[],[19,23,27],{"slug":20,"title":21,"summary":22,"entry_type":7},"getting-started-setup-guide","Getting Started: Set Up Your Account Step by Step","From sign-up to go-live: a starter guide to which settings to configure in which order, and how to check each step.",{"slug":24,"title":25,"summary":26,"entry_type":7},"company-settings-and-security","Company Settings and Security (Including Two-Factor Authentication)","Set time zone, currency, password policy, session timeout and two-factor authentication, and reset 2FA for a user who lost their phone.",{"slug":28,"title":29,"summary":30,"entry_type":7},"sales-process-stages-and-reasons","Sales Process: Stages, Required Steps and Win\u002FLoss Reasons","Set up opportunity stages, sales path guidance, win\u002Floss reasons and territory-based automatic assignment.",[32,35],{"locale":33,"slug":34},"tr","sla-politikalari-ve-destek-talepleri",{"locale":8,"slug":9},{"title":37,"description":11,"canonical_url":14,"noindex":38,"og_image":14},"SLA Policies, Entitlements and Support Cases | CRModular Help",false,{},true]