SLAs help you define the level of service that you provide to your customers. Using the SLA feature, you can define rules for closing service requests, set a request-resolution time for users and send escalations when SLA targets are breached.
For example, you can create an SLA called priority-based SLAs. Requests associated with this SLA will take priority over all other incoming requests. You can set the status of requests associated with this SLA at:
You can add SLAs directly to accounts. Once an SLA is created and added you must specify SLA-execution settings. In Zoho Support, you can execute SLAs when requests are:
For example, assume that you have two users - Michael Jones and Robert Murray. Michael is an individual contact. He is not associated with an account. Robert, on the other hand, is associated with the account Bay and Co.
You create the following SLAs:
When Michael and Robert send requests, both the respective SLAs will be executed. However, only the requests sent by Robert will be given priority because you have set the SLA to be executed for requests which are associated with accounts.
Once you add an SLA, you can add targets for it. When you add targets you must specify the conditions in which the target should be used. For example, you can use an SLA if the subject in the request sent is 'Urgent'.
To add SLAs follow the steps given below:
You can enable or disable escalations for the SLAs you have created.
You can enable or disable escalations. By default, escalations are enabled.
To enable escalations, follow the steps given below:
You can enable escalations when required.
You can edit SLAs and change various parameters related to targets.
To edit SLAs, follow the steps given below:
You can delete SLAs when required.
To delete an SLA, follow the steps given below:
The SLA is deleted immediately.