A Service Level Agreement, or SLA, is an agreed upon measure of the 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. It also provides greater visibility when
problems arise.
Keep in mind only 1 SLA policy can be in place for a ticket. As such, it will
use the top most SLA based on the list of our SLAs (see below).
NOTE: What appears here is all titled SLA, but many of these are internal
SLOs instead. They are titled SLA because that is what Zendesk calls the
setting.
