Zendesk US Federal SLA Policies

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On this page

• Overview
• Changing SLA Policies
• Current SLA Policies
  • Premium/Ultimate
  • Emergency SLA
  • L&R
  • Support Ops
  • Missing SLA

Overview

As per Zendesk:

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 (For example, the Next response time is an SLO while the First response time is an SLA). They are titled SLA because that is what Zendesk calls the setting.

Changing SLA Policies

This requires an exact process, which is detailed via the SLA Change Process workflow

Current SLA Policies

Premium/Ultimate

• Conditions
  • Matches ALL of:
    • Tags contains at least one of starter premium ultimate prospect
  • Matches ANY of:
    • Form is Support
    • Form is Triage
    • Form is Upgrade Assistance
• Targets:

Target	Urgent	High	Normal	Low
First reply time	30m	4h	8h	12h
Next reply time	4h	4h	8h	12h
Hours of operation	Business hours	Business hours	Business hours	Business hours

Emergency SLA

• Conditions:
  • Matches ALL of:
    • Form is Emergency
• Targets:

Target	Urgent	High	Normal	Low
First reply time	30m	30m	30m	30m
Next reply time	4h	4h	4h	4h
Hours of operation	Calendar hours	Calendar hours	Calendar hours	Calendar hours

L&R

• Conditions
  • Matches ALL of:
    • Form is L&R
• Targets:

Target	Urgent	High	Normal	Low
First reply time	8h	8h	8h	8h
Next reply time	24h	24h	24h	24h
Hours of operation	Business hours	Business hours	Business hours	Business hours

Support Ops

• Conditions
  • Matches ALL of:
    • Form is Shared Organization Request
• Targets:

Target	Urgent	High	Normal	Low
First reply time	24h	24h	24h	24h
Next reply time	24h	24h	24h	24h
Hours of operation	Business hours	Business hours	Business hours	Business hours

Missing SLA

• Conditions:
  • Matches ALL of:
    • Tags contains at least one of missing_sla_tag
• Targets:

Target	Urgent	High	Normal	Low
First reply time	24h	24h	24h	24h
Next reply time	24h	24h	24h	24h
Hours of operation	Business hours	Business hours	Business hours	Business hours