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.
You can define SLA service targets in Zendesk Support so that you and your agents can monitor your service level performance and meet your service level goals. Zendesk Support highlights tickets that fail to meet service level targets so that you can promptly identify and address problems.
SLAs are available on Professional and Enterprise.
SLA policies have a set structure. Each SLA policy has:
- A set of conditions that a ticket must satisfy in order for the SLA policy to be applied
- The target time for each desired metric and priority value
- One or more metrics that you choose to measure
- Whether targets will be measured in business or calendar hours by priority value
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