SLA
A service-level agreement is an agreement between a provider and a customer that defines aspects such as quality, availability, and responsibility. A common element is whether the product meets the agreed terms, along with metrics such as the maximum response time for a request.
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Source content checked . English translation published 2026-10-27.
In business automation
A service-level agreement defines measurable expectations such as response time or availability. In an automation, you need to decide when the clock starts, what counts as handling a request, and what to do as a deadline approaches.
Examples
These examples illustrate a possible workflow. Adapt the connections and rules to your own systems.
Business process example
A support request is opened with a target deadline based on the customer type. Before the specified time expires, a reminder is sent to the owner, and if the deadline is missed, the request moves to a backup queue with its history.
Relevant tools
- Zendesk
- Service management and target tracking capabilities depend on the account settings and plan.
What to check
- Define business hours and holidays. Measuring calendar time instead of service hours can generate false alerts.