A SLA Agreement (Service Level Agreement) is a digital document that defines response and resolution times for support requests, following pre-established rules. 

In Zenvia Customer Cloud, each client (at the organization level) can have a single SLA contract, which includes multiple rules and may or may not be shared with other clients. This contract specifies the conditions for each deadline, helping to align expectations and optimize service.

⚠️Attention: Feature available only for Operator and Admin profiles.

How to register an SLA

To register an SLA, follow these steps:

1. Go to Customer Support > Settings > SLA;

2. Click on the New button;

3. Enter a name for the contract;

4. Add a description;

💡 Tip: When enabling the Default contract, it will be automatically applied to all customers without a link to another SLA. Only one contract can be set as the default.

5. Click Save.

Done! The contract has been successfully created. Now you must define the rules and the customers who will use it.

Define SLA Rules

SLA rules determine the conditions and response times. If the ticket matches more than one rule, the rule with the shortest time will be applied. Follow these steps:

1. Access the created contract;

2. Click New;

3. Enter a name for the rule;

4. Choose the types of Conditions that the rule must meet:

Combined Conditions: the ticket must meet all conditions;

Independent Conditions: the ticket must meet at least one of the conditions.

💡 Tip: If you use both types of conditions, the ticket must meet all the combined conditions and at least one of the independent conditions.

5. In Operating hours, define the type of calculation: 

Elapsed Hours: considers all periods, including nights and weekends. Use this option for 24x7 support.

Business Hours: respects the defined support calendar to consider only business hours.

6. Set the time zone and operating calendar;

7. In Holidays, select the holidays the SLA should respect. Days indicated here will be excluded from the deadline calculation;

8. In Pause, activate or deactivate the option to pause the SLA while the ticket waits for approval or a specific justification;

9. In SLA, set the deadlines for:

Calculate deadline for first response;

Calculate deadline for ticket resolution;

Maximum number of agent actions on the ticket.

10. Save the information.

Done! The rules have been successfully defined. The next step is to define the clients who will use this SLA.

Define clients for the SLA

To define which clients should use this SLA:

1. Select the desired clients;

2. Click on Save.

Done! Clients added to the SLA Agreement.

If a client belongs to more than one organization, they can use a different SLA contract in each one. The contract applied to the ticket will be the one associated with the organization selected for the ticket.