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

    Nederlandse Hulpbronnen


      • Recent Topics

      • How to parse column having JSON data using SQL?

        We have a daily sync from a PostgreSQL database that brings data into Zoho Analytics. Some of the columns store raw JSON data. We need to build SQL queries on top to parse data from JSON and store them in discrete columns. There is no option for "Data
      • Enable report button based on the current user role

        Greetings  i have a report that contains action buttons, i want these buttons to appear as enabled only when the current logged in user has a certain role, for example only CEO role users will be able to use this button. but when setting the conditions
      • 500 Internal Error In Mail API

        I'm getting 500 Internal Error when using mail API. I'm getting this error for this one account, it works fine for other Account IDs which I have in my system.
      • Piss poor service in Support in Domains and email

        Srijith Narayanan B contacted me today. Very pleasant fellow. Just didn't want to tell him how bad your support service is. You help the person, but you leave before we can finish the next stage. Which causes a lot of frustration. It's been 8 days now
      • Zoho live chat widget in React Js

        I am trying to test Zoho live chat widget code in react js, below is the sample code void(0)} onClick={()=>window.$zoho.salesiq.floatwindow.visible("show")}>LIVE CHAT window.$zoho = window.$zoho || {};window.$zoho.salesiq = window.$zoho.salesiq
      • Are there any plans to add Triggers for Subform edits?

        By The Grace of G-D.  Hi, How are you? Can you tell me if you have any plans to support subform edit as a workflow trigger? And what about have them trigger an "onChange" client script?
      • Zoho commerce

        i am facing issue with order summary emails.i am getting 1 continuous email for order received yesterday and today.ideally 1 email should be received for a particular date ie for 02/08 i should received 1 email from 12.01am till 11.59pm but it is being
      • Feature Request: Improve Category Page Sorting for "Out of Stock" Products

        Hi there, I'm writing to request a new feature that I believe would significantly improve the user experience in my online store. Currently, on category pages, products are sorted by popularity. However, when a popular product goes "Out of Stock," it
      • POSTMAN - There was an error in evaluating the Pre-request Script:Error: Cannot read properties of undefined (reading 'json')

        I am beginning the journey to learn how to use the API for Zoho Sign. I am getting the following error when I try to use postman. To walk you through how I am getting this error... I wanted to start with a simple GET and expand my learning from there.
      • How do i integrate shipstation with zoho inventory

        Wanting to set up my own delivery driver in ship station so we can get real time tracking of where the package is but then i want it to automatically update zoho inventory packages/shipments how can i do this
      • Invalid value passed for salesorder_id

        Hi, I am using sales return API, details are given below: API: https://inventory.zoho.com/api/v1/salesreturns?organization_id=700571811 Post Json Data: { "salesreturn_number": "", "date": "2020-11-12", "reason": "Testing from API", "line_items": [ { "item_id":
      • Create Invoice and Invoice Items from Sales Order via API

        Currently, when creating an Invoice associated with a Sales Order via the API, it appears that I must manually include all of the items (line_items) even though they are already part of the Sales Order. My question is this: is it possible to raise an Invoice via the API based on all of the information associated with a Sales Order--such as the  items? In other words, do I always have to manually include the items (line_items) when raising an Invoice via the API when the Invoice is associated with
      • Outlook 2013 Calendar Syncs but "Related To" Field in Zoho is blank

        Outlook 2013 Calendar Syncs but Related To Field in Zoho is blank I expect the "Realted To" field to be populated with the calendar participants
      • Export a Course

        Is it possible to export a course from Zoho Learn to a SCORM file?
      • Add and Remove Agents from Departments and Groups in Zoho One

        Hi Zoho Flow Team, We hope you're doing well. Currently, Zoho Flow provides an action to add an agent to a group in zoho one, but there is no action to remove an agent from a group or a department. Another action that we find missing is the option to
      • Zoho learn Custom portal - networkurl & CustomPortalId

        I want to get my individual account’s networkurl and customportalId to use in this API: https://learn.zoho.com/learn/api/v1/portal/<networkurl>/customportal/<customportalId>/manual How can I retrieve the networkurl and customportalId using the API? I
      • Consumer Financing

        Does Zoho currently have a payment gateway (such as Stripe, Square, etc) which offers financing for customers? So, let's say the estimate we give the customer is greater than what they can afford at the time, but we can sell the service now, letting them
      • Intégration de la gestion des Passkeys dans Zoho Vault

        Zoho Vault est depuis plus d’une décennie une solution fiable pour les entreprises : pour la gestion, le partage et le stockage des mots de passe. En 2018, nous avons fait un pas en avant en proposant la connexion unique (SSO). Nous sommes fiers de franchir
      • Scan & Fill with double quote key/value pairs

        Hi, An old Ticket moved to a Topic/Idea: I love the idea of the new Scan & Fill as it nearly covers my previous request for a QR Scanner to read a multi-part QR Code. My QR Codes are hard-coded as below: {"key1":"value1","key2":"value2","key3":"value3"}
      • Analytics SQL Queries should allow # as comment

        # and // are very common for commenting in SQL. Not sure why analytics only allows /* and */ for commenting. Especially when # grays the line as if it's being commented out. This should be added for sure.
      • SalesIQ Operator Activity Reports in Zoho Analytics

        I'm busy building a dashboard in Zoho Analytics and I want to include SalesIQ stats in the dashboard, but I'm unable to get the statistics mentioned in the attached image. Any idea where I can get the stats for Operator Activity?
      • Default in fields on Form B based on the user selection in Form A

        Hi Everyone, I have added an action button to a form report to bring up a new form based on user selection, see it indicated in red below: Then when the ne form loads, I want to default in some of the fields based on the record the user was selected on.
      • No longer can indent

        Hey there! Is it just me or were we used to be allowed to used tab or indent when writing. It’s not working right now, has this always been the case?
      • Upcoming Changes to the Timesheet Module

        The Timesheet module will undergo a significant change in the upcoming weeks. To start with, we will be renaming Timesheet module to Time Logs. This update will go live early next week. Significance of this change This change will facilitate our next
      • Free webinar alert! Seamless Transition with Lossless Migration: Zoho One + Zoho Mail

        Hello Zoho Mail Community! 🚀 Attention IT Admins and Email Administrators! Are you planning to migrate your organization's email to Zoho Mail within the Zoho One ecosystem? 📧 Join our exclusive webinar, Seamless Transition with Lossless Migration: Zoho
      • Add Resource to Export

        The Export Data feature does not include a column for the Resource field. Without this column, Zoho Bookings cannot be used by any business for resource-based services or event types e.g. room bookings, equipment bookings. It seems to be an oversight,
      • Client Script | Update - Client Script Support For Custom Buttons

        Hello everyone! We are excited to announce one of the most requested features - Client Script support for Custom Buttons. This enhancement lets you run custom logic on button actions, giving you greater flexibility and control over your user interactions.
      • Mandatory field via deluge code

        I would like to ask you if it is possible to make a field mandatory via deluge script. For example, if I have a decision box and I click on it then I want a single line field to be mandatory. If uncheck the decision box then to do the single line as optional. I think it is not possible to do that and I have to do it via validation in 'on validate' field. 
      • Revenue Management: #1 What does it mean to "recognize" revenue?

        Earning revenue isn't just about collecting cash from your customers. It's about recording the income correctly and consistently. Revenue recognition is the process of deciding when and how to record revenue in financial statements so that they reflect
      • Power of Automation :: Auto-Populate Integration Field in Projects with CRM Account Data

        Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate
      • Zoho Forms and ChatGPT - populating a field using AI.

        I have a form where I would like the user to enter a response or query, and have another field populated using AI. For example, user enters Field 1, AI populates Field 2 in response. I want to be able to wrap some additional instruction text around the
      • campo tag para api

        debo conectarme a una api de zoho inventory y ocupo tomar el campo tag para poder asi jalar el articulo que cuente con el campo correcto en tag ejemplo que tag existen carro y avion que cuando busque los articulo con tag carro arroje solo estos por mas
      • Connecting Zoho Inventory to ShipStation

        we are looking for someone to help connect via API shipStation with Zoho inventory. Any ideas? Thanks. Uri
      • Uploading file as attachment to Zoho CRM

               Hi,   I am trying to attach a file to a Zoho CRM contact using Zoho Flow. Right now, I try to do it through the “Upload File” field in Zoho CRM (In my screenshots, it’s called Téléchargement du fichier 1).   Here is what I tried:   Case 1: Webmerge document The Flow is called “Custom Function” (see screenshot 101).   Step  1: Creating a Webmerge document (screenshot 99)   Step 2: I use “Update module entry” to upload the created file. I upload Webmerge’s “Document” in my “Téléchargemet du
      • Zia Answer Bot - Create Ticket

        Surprisingly, the current iteration of Zia will try to answer a question and unless you have "transfer to SalesIQ chat" enabled, it won't create a ticket for the user or offer them a method to create a ticket. We don't want it to create chats for us,
      • meassure leads phases

        Hi, I need to create a table to meassure the time that a lead stay in blueprint phases. the phases are first contact, second contact, lead spam, contacted, appointment. any idea? I have attached an example
      • Zoho Desk API Documentation missing a required field

        We are trying to create a section using this information. Even after preparing everything based on that page, we still get an error. The error we get is this: {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":[{"fieldName":"/translations","errorType":"missing","errorMessage":""}]}
      • In the Custom Module I have 500 Records , this 500 record only want to view to the specific user only example user A ,

        In the Custom Module, I have 500 Old records that should only be visible to a specific user, for example, User A. Any new records created from today onwards should be visible to Record owner in the Custom Module. Pls help how i achive this .
      • Invoice template, how to change the text under "Notes" and "Terms and Conditions"

        In "Invoice templates", there are two text/info sections at the bottom:"Notes" and "Terms and Conditions". It is possible to change the names of these two headings, but how is it possible to change/alter the text under it. As a standard it says "Thank you for your business" under Notes - I need to change it into something different- How? Thank you.
      • How to reply to thread via API

        We have built a webapp for our customers that uses the Zoho Desk API to enable each customer to view their full list of tickets, view individual tickets and raise new tickets. The Zoho Desk API doesn't have the ability to reply to a ticket/thread. Replies
      • Next Page