Understanding Talk Usage SLA - Frequently asked questions
Frequently asked questions
What is the Zendesk Talk Usage SLA?
The Zendesk Talk Usage SLA is a service level agreement that ensures a 99.95% uptime for Talk services. If there is a service interruption due to a failure with Zendesk's service provider, Twilio, you may receive a usage credit. This credit is…
How does the Zendesk Talk SLA credit work?
The SLA credit is triggered when Zendesk Talk experiences a service interruption due to a failure with Twilio. The credited amount is based on the percentage of average usage affected by the outage. If the performance of a covered component is less…
Does the Zendesk Talk SLA cover voicemail failures?
The Zendesk Talk SLA specifically covers service interruptions due to failures with Twilio, such as not receiving notifications of incoming calls. However, it does not explicitly mention voicemail failures. For specific issues like voicemail, it's…
Is there an SLA for Zendesk Talk recording availability?
Currently, there is no SLA for recording availability in Zendesk Talk. The availability of recordings largely depends on the length of the call. If you experience issues with recordings not being delivered, it may be a potential bug, and you should…
What should I do if Zendesk Talk recordings are unavailable?
If you encounter issues with Zendesk Talk recordings being unavailable, it might be a potential bug. You should start a ticket with Zendesk advocacy to investigate the issue further. Recording availability is not covered by an SLA and can depend on…
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