SLAs
Zendesk calls them service level agreements, we do not
What appears here is all titled service level agreements, or SLAs, but many of these are internal service level objectives, or SLOs, instead. They are titled as service level agreement, or SLA, because that is what Zendesk calls the setting. Nothing detailed herein is an actual, legal service level agreement.Note
This is an informational page for the Zendesk SLAs. It may not reflect the way we actually manage Zendesk SLAs.
You can severely break a contractual obligations if you do not follow established workflows.
If you are looking for information about maintaining SLAs, please see SLAs workflow
What are Zendesk service level agreements?
As per Zendesk:
A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your support team delivers to your customers. Providing support based on service levels ensures that you’re delivering measured and predictable service. It also provides greater visibility when problems arise.
Creating a SLA
For more information on creating a SLA, please see Zendesk documentation
Cloning a SLA
For more information on cloning a SLA, please see Zendesk documentation
Editing a SLA
For more information on editing a SLA, please see Zendesk documentation
Reordering SLAs
For more information on reordering SLAs, please see Zendesk documentation
Deleting a SLA
For more information on deleting a SLA, please see Zendesk documentation
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