A Service Level Agreement (SLA) in Zoho FSM is a defined commitment specifying how quickly a service request must be responded to and resolved. FSM tracks SLA compliance automatically: the moment a Work Order is created, the system starts measuring elapsed time against the configured targets. If key milestones (such as agent dispatch or job start) are not reached within the agreed windows, FSM generates alerts and escalation notifications.
An SLA in FSM typically has two time targets: response time (how long until an agent is dispatched or en route) and resolution time (how long until the job is completed). Both are measured in business hours against the service territory’s configured working hours calendar. Emergency SLAs may measure in clock hours (24/7), while standard maintenance SLAs might be measured in business days.
FSM tracks SLA compliance per Work Order and aggregates it into compliance percentage reports by territory, Work Order Type, agent, and time period. A compliance rate below the contracted threshold triggers management review. The SLA report identifies not just how many breaches occurred but which stages (dispatch, arrival, or completion) caused them, directing improvement efforts to the right part of the service process.
Yes. SLA policies in FSM can be configured to pause the clock when the appointment status moves to On Hold (for legitimate reasons such as parts availability or customer-caused delay). The clock resumes when the job moves back to active status. This prevents on-hold situations from counting against the service team’s SLA performance when the delay is outside their control.
FSM can be configured to send escalation notifications at defined intervals before and at the point of SLA breach. For example, an alert is sent to the dispatcher 30 minutes before the deadline, and if the job is still not started, a second alert goes to the service manager at the breach point. Escalation chains can include email, SMS, and in-app notifications for different stakeholder groups.
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