SLA resources

Service Level Agreements, or SLAs, are agreed upon measures of the average 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. 

This topic contains resources for SLAs including documentation, recipes, and community tips.

Documentation

• Defining and using SLA policies
• Viewing and understanding SLA targets
• SLA reporting dashboard overview

Recipes and best practices

• Recipe: Reviewing SLA performance in Insights 
• Fine Tuning: Succeeding with SLAs
  
• Leveraging SLAs to drive team performance

Tips

• Versioning your SLA policies 
• Prioritize performance with Zendesk's new SLAs feature (Zendesk blog)
• Fine Tuning: Succeeding with SLAs-why, when, and how! 
• Running triggers, automations, and reporting based on ticket SLAs 
• Using enhanced SLAs 
• How to setup multiple SLAs with different business hours 
• SLA next breach automation 
• Troubleshooting common issues with SLAs
• Using SLAs with different time zones, contracts, and business hours
• Setting up an SLA based on a Salesforce organization or user