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Service-level Agreements (SLAs)

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:

  • High: Resolution time for this status is 12 hours
  • Medium: Resolution time for this status is 24 hours
  • Low: Resolution time for this status is 48 hours

Adding SLAs

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 created
  • Existing requests are modified
  • Values of specified fields are modified
  • Associated with accounts

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:

  • SLA 1: You set the execution settings to trigger when a request is created and updated. This SLA is associated with Michael.
  • SLA 2: You set the execution settings to trigger when a request is created. You also select the Execute only when associated with an account option. This SLA is associated with the account of Bay and Co.

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'.

Note:

  • You can specify more than one condition.
  • You are required to set a resolution time and specify whom to make an escalation to and when. You are required to select a user who will resolve escalations and their priority.

To add SLAs follow the steps given below:

          1. Click Setup
          2. In the Automate section, click Escalate (SLA)
          3. Click Create SLAs
          4. Enter a name for the SLA
          5. Enter a description about the SLA
          6. Check the appropriate SLA-execution settings

          7. When you select the Field Update option, choose field name from the drop-down lists and select one of the following option:
            • Execute the rule when all the selected fields are updated
            • Execute the rule when any selected field is updated
          8. Click Add Targets for this SLA and do the following:
            • Select the conditions in which you to use the SLA
            • Set the resolution time for the target
            • Specify in what situations an escalation has to be made and to whom
            • Specify who to assign the escalation to and set a priority for the escalation

          9. Click Save

You can enable or disable escalations for the SLAs you have created.

Enabling and Disabling Escalations

You can enable or disable escalations. By default, escalations are enabled.

To enable escalations, follow the steps given below:

          1. Click Setup
          2. In the Automate section, click Escalate (SLA)
          3. Click Disable Escalations

You can enable escalations when required.

Editing SLAs

You can edit SLAs and change various parameters related to targets.

To edit SLAs, follow the steps given below:

          1. Click Setup
          2. In the Automate section, click Escalate (SLA)
          3. Click on the SLA that you want to edit
          4. Make the required changes
          5. Click Save this target

Deleting SLAs

You can delete SLAs when required.

To delete an SLA, follow the steps given below:

          1. Click Setup
          2. In the Automate section, click Escalate (SLA)
          3. Click against the SLA you want to delete
          4. Click OK

The SLA is deleted immediately.

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