SLA: escalation, pauses, compliance and catalog value
The product already calculated deadlines, stopped the clock while a case waited for the customer and showed live clocks to the agent. This page is everything that comes after the deadline exists.
What this page answers
The product already calculated deadlines, stopped the clock while a case waited for the customer and showed live clocks to the agent. This page is everything that comes after the deadline exists.
- who to warn before a deadline is missed, and how many minutes before
- why the clock stopped, and for how long
- did we meet the first response and the resolution, cut by policy, queue, priority and person
- what a missed agreement is worth to the customer
- how much a catalog service costs, who can see it, and what comes with it
Open it in Settings, under Service, in **SLA: escalation and compliance**.
The escalation ladder belongs to the agreement
Each step says "thirty minutes before the deadline", never a fixed hour. Tighten the SLA policy and the whole ladder moves with it. Before this, every time rule carried its own hand typed number, so tightening an agreement quietly left the warnings pointing at the old deadline.
A step can notify the assignee, the assignee manager, or the queue; assign the case to the team leader; move it to another queue; or raise the priority. No step replies to the customer, resolves or closes: escalation calls people, it does not replace them.
- a paused clock never escalates - a step fires once per case, and the trail records the time it fired - when there is nothing to do (no assignee, no team leader, no manager, deleted queue, priority already at the top) the trail says "nothing to do" instead of claiming someone was warned - a case with no SLA policy has no ladder, because the step hangs on the agreement
Why the clock stopped
Register the reasons your operation actually uses (waiting on the customer, waiting on a supplier, waiting on a part). Registering is optional: with no reason on file, pauses work exactly as they do today. The report adds up the time on hold by reason and shows what is stopped right now.
The report counts calendar minutes, and says so. The SLA discount keeps using business minutes with your working hours, holidays and time zone: two numbers with the same name would be worse than one.
Compliance by milestone
First response and resolution are counted apart, which a single percentage never showed. A case with no target for a milestone stays out of that percentage instead of inflating it, and a case that is still open past its deadline already counts as missed, so the month does not improve on its own while overdue cases age in the queue.
The period is cut by the case opening date. The panel lists the missed cases from the most overdue down, and says out loud when the period is larger than the reading cap.
Credit for a missed agreement
A credit rule hangs on an entitlement or on a contract: a percentage per missed case, a cap and the base amount. Closing the period records the calculation, once, and it cannot be rewritten. Nothing here issues an invoice or touches billing: the number exists so the conversation with the customer has a single source.
The catalog gets cost, audience and packages
- **Cost and price**: the cost is what the company spends to deliver the service, used to rank demand - **Approval by value**: above the amount you set, the request needs approval even when the item does not require it. The two rules add up. With no approval policy registered, the engine approves and nothing is opened, and the screen says so - **Promised deadline**: the item can promise its own first response and resolution. It is frozen into each request, so tightening it today applies from the next request on. Between the house policy, the contract and the item, the most demanding one wins - **Who sees it**: restrict a service to a role, a team or a department. Restricted with no rule hides it from everyone except who manages settings, which is deliberate - **What comes with it**: an automatic item opens its own full request, with its own ticket, plan and deadline, because whoever delivers the badge is not whoever delivers the laptop - **Internal order**: an item that delivers a thing can also open the service order, next to the ticket - **Version history**: what the form asked before, when it changed and who changed it
What this page does not do
- it does not create a second SLA engine: business minutes, time zone, holidays and pause are still computed in one place, and the deadline you see here is the deadline the console shows - it does not create a second approval engine: approval by value only adds a condition to the engine you already use - it does not charge anything - it does not support a separate calendar per queue: the deadline calculator takes one calendar per company, and a second calendar living only in this screen would make two clocks disagree in silence