---
title: "Customer/Vendor SLA Matrix"
slug: "customer-vendor-sla-matrix"
updated: 2026-03-02T06:25:46Z
published: 2026-03-02T06:25:46Z
canonical: "help.symphonysummitai.com/customer-vendor-sla-matrix"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer/Vendor SLA Matrix

You can define the Response SLA and Resolution SLA for a specific Customer, location, and Tenant and define the SLA Matrix for a Customer. You can also configure Response SLA and Resolution SLA for a specific Vendor, location, and Tenant and define the SLA Matrix for a Vendor.

To configure Customer Matrix, perform the following steps:

1. Navigate to **Admin** > **Customers** > **Customer/Vendor SLA Matrix**.
2. Click **Add New** in the right action panel.
3. Type in the new Customer Matrix/ Vendor Matrix details. For more information, see [Field Description](/apex/docs/customer-vendor-sla-matrix#ConfiguringCustomerSLAMatrix-FieldDescr). ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Customer SLA Matrix.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A58%3A00Z&se=2026-11-07T17%3A58%3A00Z&sr=c&sp=r&sig=X%2Bx0buIQ4JAF1Zj3jFVS2ovJ1tziaWsVS84D%2FzeTojo%3D) Figure: Customer SLA Matrix
4. Click **Submit** to configure Customer SLA Matrix.

#### Field Description

The following table describes the fields on the **Customer Matrix** page:

| **Fields** | **Description** |
| --- | --- |
| **DETAILS** |
| Matrix | Lists two values, Customer and Vendor. Select the required option for the Customer Matrix. Based on the option selected the fields are displayed on the page. |
| Customer | This field is displayed only when you select the **Configure Matrix** as Customer. Lists the configured customers. Select the Customer for which you want to add the Customer SLA Matrix. If you select **Configure Matrix** as Vendor, the **Vendor** field is displayed listing all the configured vendors. Select the vendor for which you want to add the Vendor SLA Matrix. |
| Location | Select the location for which the SLA Matrix is configured. |
| Department | Select Department for which the SLA Matrix is configured. |
| Category | Select the Category for which the SLA Matrix is applicable. |
| Urgency | Select the Urgency for the Incident |
| Impact | Select the Impact for the Incident. |
| Priority | Select the Priority value for the Incident. |
| SLA | Select the SLA. |
| Workgroup | Select the Workgroup to which the Incident should be assigned. |
| Overridable | If selected, the Overridable option is enabled, which means the Analysts can override the configured values and make changes, if required |
| Response SLA in Minutes | Specify the Response SLA time. |
| Skip Days for Response SLA | Enter Skip Days value. This will be the number of days that will be skipped from log time before Response SLA calculation starts. |
| Resolution SLA in Minutes | Specify the Resolution SLA time. |
| Skip Days for Resolution SLA | Enter Skip Days value. This will be the number of days that will be skipped from log time before Response SLA calculation starts. |
| **WORKGROUP-PRIORITY MAPPING** |
| Workgroup | Select the Workgroup from the drop-down list for which you want to map the Priority. |
| Priority | Select the Priority from the drop-down list that you want to map with the selected Workgroup. You can select multiple Priorities from the drop-down list. The selected Priorities along with the default Priority are displayed to the Analyst on the **Incident Details** page. |
| Edit | Click the ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/customer-vendor-sla-matrix-image-usts62jx.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A58%3A00Z&se=2026-11-07T17%3A58%3A00Z&sr=c&sp=r&sig=X%2Bx0buIQ4JAF1Zj3jFVS2ovJ1tziaWsVS84D%2FzeTojo%3D) icon to edit the Priorities for the selected Workgroup. |
| Delete | Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/customer-vendor-sla-matrix-image-nxmd6es4.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A58%3A00Z&se=2026-11-07T17%3A58%3A00Z&sr=c&sp=r&sig=X%2Bx0buIQ4JAF1Zj3jFVS2ovJ1tziaWsVS84D%2FzeTojo%3D) icon to delete the particular Workgroup-Priority mapping. |
| **SLA SERVICE WINDOW** |
| Enable SLA Service Window | If selected, the SLA Service window is enabled. |
| SLA Window Name | Type in the SLA Window name. For example:24/7 |
| Time Zone | Select the Time zone from the list. |
| Holiday Calendar Location | Select the Holiday Calendar location from the list. |
| Is 24/7 SLA | Select this check box to indicate that the SLA is 24-hour services during a week. |
| Default | Select the check box to configure the SLA Service as default. |
| Service Window | Select the check boxes to define any other SLA Service windows other than the 24/7 window. For example 24/5, 12/ 5, 9/5 and so on. Based on the SLA Window you want to define, select the **Weekday**, **From Time** and **To Time**. |

### Actions

This section explains all the icons displayed on the **Actions** panel of the **Customer Matrix** page.

#### **Show List**

Click **Show List** to display the **List** table showing all the configured. Customer/Vendor SLA Matrices.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/customer sla ma.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A58%3A00Z&se=2026-11-07T17%3A58%3A00Z&sr=c&sp=r&sig=X%2Bx0buIQ4JAF1Zj3jFVS2ovJ1tziaWsVS84D%2FzeTojo%3D) Figure: Customer Matrix

- To edit a Customer/Vendor SLA matrix , click **Customer**. make appropriate changes and click **Submit**.
- To display the inactive Customer/Vendor SLA matrix values, click the **Include Inactive** check box.

> [!NOTE]
> Note
> 
> When the Customer/Vendor SLA Matrices are displayed under the **List** table, the **Add New** action is displayed on the **Actions** panel. Click **Add New** to configure a new Customer/Vendor SLA Matrix.