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.