The personal information you provide to Zoho through the Service is subject to Zoho`s Privacy Policy. Your decision to use the Service signifies your acceptance of the terms of Zoho`s Privacy Policy. You are responsible for maintaining the confidentiality of your username, password and other sensitive information. You are responsible for all activities that take place in your user account and you agree to notify us immediately of any unauthorized use of your user account by email to or by phone at one of the numbers listed on We are not responsible for any loss or damage to you or any third party resulting from unauthorized access to and/or use of your user account or otherwise. Level 2 is triggered as soon as level one is completed. A service level agreement is a contract in which the service level you provide is defined using rules such as «A critical issue must be resolved in as many hours.» Make sure this agreement is never violated by setting up «escalations» that warn you in a timely manner. You can also automate actions such as reassigning the unresolved issue to a developer with specialized experience. When you create an account for your organization, you can specify one or more administrators. Administrators have the right to configure services according to your needs and manage end users in your organizational account. If your organizational account is created and configured on your behalf by a third-party provider, that third-party provider has likely assumed the role of administrator for your organization. Be sure to enter into an appropriate agreement with this third party that defines the roles and boundaries of that party as the administrator of your organizational account. You must be of legal age to enter into a binding agreement in order to accept the terms.

If you do not agree to the Terms and Conditions, do not use any of our services. If you accept the Terms and Conditions and do not accept any Terms specific to the Service, do not use the applicable Service. You may accept the Terms by checking a box or clicking a button indicating your acceptance of the Terms, or by actually using the Services. A Service Level Agreement (SLA) is the service standard you have provided to your customers. The service contract represents the response times and resolution times offered by your agents. The above steps can be used to create up to five levels of climbing. We reserve the right to terminate unpaid user accounts that are inactive for an uninterrupted period of 120 days. In the event of such termination, all data associated with this user account will be deleted.

We will inform you in advance of such termination and will have the opportunity to back up your data. The data deletion policy can be implemented in connection with all or part of the services. Each service is considered an independent and separate service for the calculation of the period of inactivity. In other words, activity in one of the services is not enough to keep your user account active in another service. For accounts with more than one user, if at least one of the users is active, the account is not considered inactive. In addition to all other terms of this Agreement, you may not: (i) transfer the Services or otherwise make them available to any third party; (ii) provide a Service based on the Services without prior written permission; (iii) use third party links to websites without agreeing to the terms and conditions of their website; (iv) post links to third party websites or use their logo, company name, etc. without your prior written consent; (v) publish personal or confidential information belonging to a natural or legal person without the consent of that natural or legal person; (vi) use the Services in any manner that could damage, disable, overburden, alter or damage any Zoho server, network, computer system or resource; (vii) violate any applicable local, state, national or international law; and (viii) create a false identity to mislead a person about the identity or origin of a communication. We may suspend your user account or temporarily disable access to all or part of a Service in the event of suspicion of illegal activity, prolonged periods of inactivity, or requests from law enforcement or other government agencies. Objections to the suspension or deactivation of user accounts must be addressed to within thirty days of notification of the suspension. We may terminate a suspended or deactivated user account after thirty days. We will also terminate your user account at your request.

Escalations can occur on several levels. For example, if a problem is not resolved, a senior developer is notified in two hours, a technical manager in four hours, and the project manager in six hours. You can also specify the action to take at each of these levels. In Zoho People, a service level agreement (SLA) is a contract between administrative teams (Human Resources or Administrator) and the end user that defines the expected level of service. .

Zoho Service Level Agreement