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SLA System

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The SLA system sets deadlines, tracks risk, and escalates tickets when work is taking too long.

1) What SLA Does

  • Sets response and resolution deadlines from the ticket priority.
  • Tracks whether a ticket is on time, at risk, or breached.
  • Raises escalation level when configured time windows are exceeded.

2) SLA Status Meaning

  • on_track: the ticket is still comfortably inside the SLA window.
  • at_risk: the ticket is still open, but time is running out.
  • breached: the due time has passed.

3) Rules

  • Default priority windows are persisted in SLA rules and can be changed via system configuration endpoints.

SLA-related dashboard settings view Caption: SLA-related controls in current dashboard settings UI.

4) How It Works

Ticket created
    -> priority rule lookup
    -> response_due_at and resolution_due_at set
    -> SLA monitor checks elapsed time
    -> status changes to on_track, at_risk, or breached
    -> escalation level updates when needed

5) What Users See In The Dashboard

  • Ticket SLA status in the jobs table.
  • Countdown and progress indicators on ticket rows.
  • Breached and escalated ticket views for operations users.
  • SLA settings for response, resolution, and escalation windows.

Escalation and status indicators in jobs view Caption: SLA timing and escalation state surfaced directly in the jobs table.

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