Deliver on time with Service Level Agreement automation

A Service Level Agreement is a contract where the level of service you provide is defined using rules like 'a critical issue has to be resolved within so many hours.' Make sure this contract is never breached by setting up escalations that notify you well in advance. You can also automate actions like reassigning the unresolved issue to a developer with specialized experience.

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SLA - Zoho Projects

Automate the process, from start to finish

Once you create an SLA and specify when it is to be executed, the entire process becomes automatic.This removes the hassle of you having to monitor each step along the way.

Automate the process

Set definite targets to aim for

For each SLA that you create, you can set up a target that you wish to achieve. For example, you could define that any issue marked as a "Show stopper" should get closed within six hours, or that a resolution should be posted for the issue within an hour.

Definite targets

Escalate when needed and stick to your guarantees

Escalations can be at many levels. For instance, if an issue remains unresolved, a senior developer is informed about this in two hours, a tech lead in four hours, and the project manager in six hours. You can also specify what action must be taken at each of these levels.

Escalate when needed

Keep your customers in the loop

Your project and client users can now get a better idea of how the issue fixes are progressing. Keep them informed through email notifications that are triggered when your predefined conditions are met.

Keep your customers

Service Level Agreement (SLA) in Project Management

1. What is Service Level Agreement (SLA) in project management?

SLA for project management indicates an agreement between a vendor and the client requesting their services. A project manager often outsources various functions of a project to external service providers. SLAs are contracts that define terms and conditions of the service that is to be provided by the vendors.

2. What is the need for SLA in project management?

SLAs define not only the work the vendor is to provide but also the quality expected and means to measure the progress. Service level agreement project management helps avoid any misunderstanding between the clients and service providers. Moreover risk management can also be undertaken effectively with the help of SLAs since they define how issues should be addressed.

3. Benefits of SLA management software

Here are some of the benefits of SLA management software:

  • Goal management for the service providers
  • Progress tracking to update clients regularly
  • Approvals to keep track of performance
  • Issue tracking to perform sla management
  • Escalations for resolving issues

4. Why choose Zoho Projects as SLA management software?

Zoho Projects is service level management software that helps vendors and clients stay on the same page regarding the work that's undertaken. Automation features like escalations, blueprints and workflow rules in conjunction with its issue tracking capabilities makes for effective sla project management. Zoho Projects also has extensive planning, tracking and collaboration features along with an easy-to-use interface to ensure adaptability.