What Is SLA? | Kanchan Electronics Support

Zoho Desk - What Is SLA (Service Level Agreement)?

Ensuring Timely, Reliable & Professional Customer Support

🟩 1. What Is an SLA?

SLA (Service Level Agreement) ek time‑based commitment hota hai jisme support team promise karti hai ki customer ka issue kitne time mein respond aur resolve kiya jayega.

🟩 2. Why Is SLA Important?

  • Ensures fast response

  • Improves customer satisfaction

  • Maintains support discipline

  • Tracks performance

  • Prevents delays & escalations

🟩 3. SLA Components

  • Response Time → Pehla reply dene ka maximum time

  • Resolution Time → Issue solve karne ka maximum time

  • Priority Levels → High / Medium / Low

  • Breach Alerts → Jab SLA tootne wala ho, system alert deta hai

🟩 4. Example SLA for Support Teams

High Priority:

  • Response: 30 minutes

  • Resolution: 4 hours

Medium Priority:

  • Response: 2 hours

  • Resolution: 24 hours

Low Priority:

  • Response: 6 hours

  • Resolution: 48 hours

🟩 5. How SLA Works in Zoho Desk

  • Tickets automatically SLA follow karte hain

  • Countdown timer visible hota hai

  • Breach alerts agent ko notify karte hain

  • Reports show SLA compliance

  • Managers performance track kar sakte hain

🟩 FAQs

Q1. Can we set different SLAs for different departments? Yes, Zoho Desk allows department‑wise SLA rules.

Q2. What happens if SLA is breached? System alerts, escalations, and performance logs generate hote hain.

Q3. Can SLA be automated? Yes, Desk automation + workflows + escalations fully support SLA automation.


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