Understanding the Talk Usage SLA

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  • The Original DKNY

    I have a few questions about the Zendesk Talk SLA provided by Zendesk 

    • How would a 2%+ failure to make voicemail from voicemail fit into the Zendesk talk SLA?  
    • Is there an SLA for time to recoding availability? We often see recordings take more than 10 minutes to be available.
    • We see on a regular basis that the recording is "processing" then at hitting 30 minutes then recoding we get "the recording is unavailable, this hurts agent productivity and impacts our customer's trust in support and CSAT / NPS scores.  
  • Sean Chuang
    Zendesk Product Manager


    Thank you for your questions.

    -Our policy on Talk SLA is outlined in the article. It is applicable only to call usage. 

    -There is no SLA on recording availability.  Recording availability is largely dependent on the length of the call in question.

    -The possibility of the recording not being delivered is something we should investigate as it may be a potential bug. Please take a look at this article and if you believe the answers do not apply to your situation, can you please start a ticket with advocacy on this matter and we can triage it with you. 




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