IDSS
Lead SLA Config
IDSS-ADM-022 · SLA and escalation matrix
SLA matrix
| Source | Hot | Warm | Cold |
|---|---|---|---|
| Web | 5m | 15m | 2h |
| Phone | 3m | 10m | 1h |
| Walk-in | Immediate | 30m | 4h |
Escalation steps
Level 1 → Assigned SC · Level 2 → BDC Manager · Level 3 → Sales Manager
IDSS-ADM-022 · SLA and escalation matrix
| Source | Hot | Warm | Cold |
|---|---|---|---|
| Web | 5m | 15m | 2h |
| Phone | 3m | 10m | 1h |
| Walk-in | Immediate | 30m | 4h |