Default SLA
Every customer has a basic service requirement - the SLA and then over and above that is the support agreement.
We have a couple of problems.
1. When a support agreement expires, Zoho Desk deletes the SLA from the client account.
2. Any client account without a manually attached SLA is getting higher priority in the call/ticket queue.
We need to be able to assign a default SLA to all clients and it should not be deleted when a support agreement expires.
Lastly, Our clients sometimes buy more than on service. We offer different SLAs based on the products or services. Zoho only allows for a single SLA per customer.
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