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#7265·Different SLAs per customer tier?
ResolvedRWe have customers on our Pro plan who matter way more to us than others, and we want tighter SLAs for them. Can we set SLAs per customer tier? Our top 20 accounts get 1 hour, everyone else gets 4?
Hi Ben. Per-customer SLA overrides aren’t available today: SLA policies attach to plans, so every account on a plan gets that plan’s SLA. There’s a workaround that gets you most of the way. Want me to walk through it?
Yes please
It uses conversation types:
- Create a conversation type called “Priority Account.”
- Add a routing rule: if the company is tagged as a top account, set the type to Priority Account.
- Attach a 1 hour SLA to that type. Type SLAs take precedence over plan SLAs.
All 20 share one SLA, so three tiers would need three types and three rules.
That works for now. Let’s use a tag called “tier-1”. I’ll add it to the companies myself today.
StripeHalcyon Media · Pro plan, renews Jan 14
HubSpotOwner: Tom · 20 accounts tagged “top account”Hey Tom, I found a few things you might want to look at.
Ben wanted per-customer SLA targets, which don’t exist. The Support Agent said so plainly, built the conversation-type workaround once he picked a tag, and logged the request.
- Tagging a company
tier-1now gives it a 1 hour response target - All tier-1 accounts share one policy, not a target each
- The
7th requestin 90 days, across5 accountsand$214k ARR
Your Feature Request Agent found something worth a look.
Halcyon Media Per-customer SLA overrides. The 7th requestacross5 accountsin 90 days,$214kof combined ARR.- Matched to 6 existing requests
Your Revenue Agent found something worth a look.
- Halcyon Media is on
Proand asking for per-account SLA targets, an Enterprise capability. - They’ve already named their
top 20 accounts, so the requirement is scoped.
Your Knowledge Agent found something worth a look.
- No help article covers
tighter SLAs for specific customers. - The same workaround was typed out by hand in 7 tickets across 5 accounts.
That’s live now, Ben. Tag a company “tier-1” and anything from them picks up the 1 hour response target.
One limitation worth repeating: all tier-1 accounts share the same policy. Three different targets would mean three conversation types and three rules.
Your request is on file with six others asking for the same thing. I’ll come back to you if it moves.
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