Narrative 5: The essential role of SLAs

Narrative 5: The essential role of SLAs

Behind the scenes of a successful ticketing system - BTS Series

Narrative 5: The essential role of SLAs

Every organization that interacts with customers establishes a timeframe within which agents should respond to queries as part of a service level agreement (SLA). For instance, a team might set an SLA requiring that the first response to any customer ticket be sent within an hour of its inception.



Let's look at an example: You schedule a 10 AM medical appointment using the healthcare provider's app. As part of their service commitment, they guarantee—through an SLA—that all patients will be seen within 15 minutes of their scheduled time. When you arrive and check in, you can feel confident that you'll be called in to see the doctor shortly. 

This level of timeliness is critical in healthcare, where delays can affect outcomes, patient satisfaction, and trust in the provider. The SLA ensures that the clinic is accountable for prompt service and provides a positive patient experience.

The same idea applies in any service industry: SLAs help maintain customer trust and satisfaction and keep operations running smoothly by setting specific standards. It is essential for businesses to carefully measure, document, and manage SLA metrics to ensure they consistently meet or exceed expectations for service quality.

What are service level agreements (SLAs)?

An SLA is a formal contract that sets the expected standards for quality, agent availability, and responsiveness between a customer and their service provider. It is essential to measure service delivery by establishing clear and achievable performance goals. 

SLAs are key to improving customer service because they outline specific targets, such as response and resolution times, which help ensure consistent and effective service delivery. Modern customer service tools now include SLAs to track performance, ensure compliance, and help escalate issues when they reach certain limits. By utilising automation, teams can prioritise tasks more efficiently. This results in better service delivery and higher customer satisfaction.

Types of SLAs

Zoho Desk offers two types of SLAs:

Service Level Agreements define the level of service a customer can expect from your support team based on measurable performance targets—such as response and resolution times—for specific customer issues. 

SLAs are customer-facing and are typically tied to factors such as ticket priority, customer tier, or support plan. Zoho Desk also allows you to configure SLAs based on business hours, time zones, and ticket severity to ensure compliance and timely follow-up.

Examples of SLAs:

  • Responding to high-priority support tickets within 1 hour
  • Resolving technical issues within 24 hours for standard support
  • Providing onboarding or implementation support within a set timeframe 

Operational-Level Agreements (OLAs) are internal policies that outline the actions various teams will take to meet the commitments outlined in SLAs. They are beneficial in larger organisations where teams rely on one another to deliver those services and meet agreed-upon performance levels. 

Examples of OLAs:

  • The IT infrastructure team must resolve backend server issues within 4 hours to support SLA uptime targets
  • The compliance team must review and update data privacy settings within two business days
  • The network team must report and resolve outages within an agreed window to avoid SLA breaches

What are escalations?

Escalations provide a backup system to prevent delays, which can still happen even with clear SLAs. SLA escalations are automated backup plans that activate when a deadline for a response or resolution is missed. To prevent the issue from being overlooked, these rules quickly reassign it to a higher authority or a peer. This approach enables businesses to maintain the necessary service standards, even in challenging circumstances.

Components of an SLA

Agreement overview: This section outlines the start and end dates of the SLA, identifies the parties involved, and summarizes the services covered.  

Description of services: This section outlines all included services, response and resolution times, escalation processes, and maintenance schedules.  

Communication protocols: This outlines the process for updating and communicating during the support process.  

Penalties and remedies: This section outlines penalties, such as service credits or compensation, that may be applied if service standards aren’t met. It also explains how breaches are handled.  

Exclusions: This describes events and conditions that void SLA obligations, such as force majeure or customer misconfiguration.  

Termination and review: This outlines the processes for reviewing, updating, or terminating the agreement.  

Why do businesses need SLAs?

  • Enhanced alignment between service delivery and customer expectations

SLAs establish a mutual understanding between the service provider and the customer regarding the service to be delivered. They play a crucial role in achieving the right balance between the parameters of service delivery and support.

  • Prioritization

SLAs specify which issues require immediate attention and prompt resolution.

  • Standardized support delivery

By clearly outlining their approach to service delivery, businesses can ensure consistency throughout the organisation. This minimises the risk of errors and operational slip-ups.

  • Better customer satisfaction

SLAs detail the expected response times for critical issues and the support processes for non-critical matters, ensuring prompt resolutions. Compliance with these established timelines leads to higher customer satisfaction levels.

  • Continuous service improvement

Examining service performance data allows for the identification of areas for improvement, adjustments to the services outlined in the SLA, and updates to SLA targets to meet business demands and expectations better.

Final thoughts on SLAs

SLAs are essential for providing reliable, clear, and high-quality service through ticketing systems. They set appropriate expectations and provide a way to measure and improve support performance.


Please stay tuned for more Desk behind-the-scenes series.

 

 Regards,

 

Kavya Rao

The Zoho Desk Team

      • Recent Topics

      • Add Flexible Recurrence Options for Meeting Scheduling in Zoho Cliq (e.g., Every 2 Weeks)

        Hello Zoho Cliq Team, We hope you are doing well. Currently, when scheduling a meeting inside Zoho Cliq, the recurrence options are limited to Daily, Weekly, Monthly, and Yearly. There is no ability to set a meeting to occur every X weeks — for example,
      • Direct “Add to Google Calendar” Option in Zoho Meeting

        Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement related to the “Add to Calendar” functionality in Zoho Meeting. Currently, when we open Zoho Meeting and view our meetings under My Calendar, there is an Add to
      • Sales Order, Invoice and Payment numbers

        Hi zoho friends, it is me again, the slow learner. I'm wondering if there is a way to have it so the Sales order, invoice and payment numbers are all the same? It would be easier for me if they were the same number so there is not so many reference numbers
      • Ability to Add YouTube Video to Playlist During Publishing

        Hi Zoho Social Team, How are you? While publishing YouTube videos through Zoho Social, we noticed that the platform currently does not allow selecting a playlist at the time of publishing. Instead, we can only add the video to a playlist after it has
      • Ability to Change Visibility of Published YouTube Videos

        Hi Zoho Social Team, How are you? We would like to request an enhancement in Zoho Social regarding the management of already published youtube videos. Currently, after publishing a youtube video through Zoho Social, there is no option to change its visibility
      • Importation Tickets error

        Hi, I'm newbie here 🤓 So, i'm importing data from csv, but when I try advance to mapping fields the importer tool show this message: Previously I try import, other data, and not show errors in this step. Some ideas? Best Regards,
      • Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk

        Hello Everyone! Welcome back to the Ask the Experts(ATE) series! We were so focused on our Autumn 2025 release that we didn't host an ATE session last month. In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to your
      • Update on the client portal URL for Guest users

        We’re updating the way Guest users access their Connect network. As part of this change, all client organization portals used by Guest users will now be accessible through a dedicated domain specific to each data center. The access URLs mentioned here
      • Workaround: openURL in Blueprints - An alternate approach

        There is a roundabout way to open a URL in blueprints after a save event. By using the 'onBeforeMandatoryFormSave' in Client Script, you can open an external URL. Now, the problem is, this is designed to be run BEFORE the blueprint is saved, not after,
      • MTD SA in the UK

        Hello ID 20106048857 The Inland Revenue have confirmed that this tax account is registered as Cash Basis In Settings>Profile I have set ‘Report Basis’ as “Cash" However, I see on Zoho on Settings>Taxes>Income Tax that the ‘Tax Basis’ is marked ‘Accrual'
      • Migrate file from Single File Upload to Multi File Upload

        Dears, I have created a new field Multi File Upload to replace the old Single File Upload field. I'd like to ask you guys what is the best way to migrate the files to the new field?
      • Open "Live Chat" from a hyperlink?

        Hi, I often write paragraphs and text on our company website, and usually say you can get in touch with us via live chat. Can the chat window be triggered to pop open without clicking the chat graphic in the bottom window, and use it in a hyperlink? ie:
      • Zoho Sites search box

        Is there a Search box that can be added to a Zoho site? It would be for searching within the site only.
      • What stops me from packaging and shipping an order when the inventory is negative?

        It seems if the inventory value is negative, that Zoho Inventory should not allow me to create a Package and Ship it.   But, there seems to be nothing to stop me from doing that other than when I go to physically package the item and realize that there is no stock. There also seems to be nothing on the screen that even indicates to me that I should not package and ship.  To me this is the fundamental point of an inventory system.  Am I doing something wrong?   
      • Conditional formatting based on another field

        Hi I have two fields on my form stage 1 complete and stage 1 deadline.  I am trying to setup conditional formatting so that if stage 1 complete is after stage 1 deadline the record is highlighted in red. I need both stage 1 complete and stage 1 deadline
      • Zoho Books | Product updates | October 2025

        Hello users, We’ve rolled out new features and enhancements in Zoho Books. From iOS 26 updates to viewing reports as charts, explore the updates designed to enhance your bookkeeping experience. Zoho Books Updates for Apple Devices At WWDC 2025, Apple
      • Is there API Doc for Zoho Survey?

        Hi everyone, Is there API doc for Zoho Survey? Currently evaluating a solution - use case to automate survey administration especially for internal use. But after a brief search, I couldn't find API doc for this. So I thought I should ask here. Than
      • Using IMAP configuration for shared email inboxes

        Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure
      • Task Due Date greater than 10 years.

        We use recurring tasks in Projects where every week, month, year etc Some of our projects are greater than 10 years and we are unable to set a new due date because the difference between start date and due date is greater than 10 years. As an example
      • The sending IP (136.143.188.15) is listed on spamrl.com as a source of spam.

        Hi, it just two day when i am using zoho mail for my business domain, today i was sending email and found that message "The sending IP (136.143.188.15) is listed on https://spamrl.com as a source of spam" I hope to know how this will affect the delivery
      • Changing a Single-Line Text field into a Multi-line Field without losing data

        Is it possible to change a Single-Line Text field into a Multi-line Field without losing data. I have a module with data for which I would like to change a single-line field into a multi-line field but I'm worried it might delete the pre-existing da
      • Webhook - Google Sheets

        I have 2 forms that are both integrated with Google Sheets. I've set up a webhook to pull form 1 data from Google Sheets to prefill data in Form 2. The issue I have is that the forms name fields are First Name & Last Name but the Google sheets integration
      • Verified Mark Certificate

        Hello Dears, Can anyone help and check my mail or direct me to the desired person who can add the verification tag to my mail https://www.zoho.com/blog/mail/email-authentication-with-bimi.html
      • Appointment booking is temporarily unavailable

        Embeded Zoho booking page in my WordPress website. When someone starts a booking, after choosing time and date, an error appears before payment - "Appointment booking is temporarily unavailable due to restricted settings." Used the embeded code given
      • Cannot connect to 365 business calendar and Teams, says personal but it is not.

        hi I have a number of users connected to their 365 business accounts. Adding a new user and it thinks hes got 365 personal edition. He does not.... Anyone know what's going on. Trying for days now. Bookings go into his MS calendar but as its thinks its
      • Limited review (/questions) for Bookings 2.0

        Hi all, I'm writing this review of Bookings 2.0 for two reasons: 1) it may be of interest to others, and 2) I'd like to be corrected if I'm wrong on any points. It's a very limited review, i.e. the things that have stood out as relevant, and particularly
      • Zoho Bookings - Reserve with Google

        Does Zoho Bookings plan to to integrate with Reserve with Google?
      • Tip #3: How to change your booking page language

        Displaying your booking page in your target audience's language can greatly increase customer satisfaction. By speaking their language, you will help customers feel more comfortable scheduling with you and create a stronger connection with them. Let's
      • Bigin Android app update: Zoho Books integration

        Hello everyone! We’re excited to introduce Zoho Books integration on the Bigin Android App. Once the integration is completed in the web(bigin.zoho.com), the Zoho Books tab will be visible in detail View of Contacts, Companies, and Pipeline records. The
      • Bigin Android app update: Alerts while creating tasks outside of working days, conflicting events and calls.

        Hello everyone! In the most recent version of the Bigin Android app, we have brought in support to display an alert if task is being scheduled outside of the working days. Also, when scheduling an event or call in the Activities module, a conflict alert
      • Email in each module

        We have a contact ,module which then has a link to customer assets which in turn the asset has a multiple link to service visits. When we link assets to customers we choose by name and it brings over the associate email via the lookup. Great feature.
      • Bigin update: Link email messages to pipeline records.

        Hello everyone! In the latest version of the Bigin iOS(v1.11.9) and macOS(1.8.9) app, we have brought in support for an option to link email to pipeline records. This helps you to view emails specific to a deal, especially when a contact is associated
      • Bigin Android app update: Custom buttons and widgets

        Hello everyone! We are excited to introduce custom buttons and widgets on the Bigin Android app. Widgets: A widget is a customizable UI component in Bigin that improves efficiency and user experience. It lets businesses embed components, streamline interactions,
      • Biometric Access Support on Zoho Vault Desktop App

        Is there any plans to add biometric authentication (fingerprint, face recognition) for Vault desktop apps (Windows/macOS) to enhance security and ease of access. I would love to hear other members view on this
      • Zoho Sheet for Desktop

        Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?
      • Create Assemblies API Assistance

        I am using the Create Assemblies API documented here https://www.zoho.com/inventory/api/v1/compositeitems/#create-assemblies , however I'm getting the following error. {"code":1048,"message":"Sorry, there was an internal error. Please contact {0} for
      • Zoho Sheet - Desktop App or Offline

        Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.
      • Collective-booking event not added to all staff calendars

        We assign two staff to certain events. When the client books this event, it adds it to one staff calendar (the 'organiser') but not the other. How can I ensure all staff assigned to a collective booking get the event in their calendar? (A side note: it
      • Project Management Bulletin: October, 2025

        Every need leads to innovation. Project Management tools were developed out of sheer necessity to drive large projects. With wide usage, the specifications grew precise, and so did the refinement. Over years we’ve crafted one of the best project management
      • Email Recall Feature In Zoho Mail Which Should Also Work For Outside Organisation Members

        Add a feature to recall or undo sending an email within a configurable short time window (e.g., 30 seconds to 2 minutes) after hitting send, similar to Gmail’s undo send. Currently the sent email can not be recall If the recipient is not from within your
      • Next Page