SLA Management — Admin Guide

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Overview

This guide covers administrative configuration for SLA Management: creating and managing SLA definitions, configuring module settings, and assigning permissions.

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Permission Model

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Permission Keys

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RLS Enforcement

All SLA tables enforce multi-tenant isolation via the pf_has_org_access SECURITY DEFINER function. Only users within the same organization can access SLA data. UPDATE policies include WITH CHECK clauses.

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Initial Setup

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Step 1: Configure Module Settings

SLA-related settings are stored in pf_module_settings (one row per organization):

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Step 2: Create SLA Definitions

1. Navigate to Settings → SLA → Definitions
2. Click New Definition
3. Fill in:
   • Name — Descriptive label (e.g., “Lead Response Time”)
   • SLA Type — response_time, resolution_time, follow_up, or custom
   • Owning Core — Which module this SLA belongs to (e.g., ce, hr, rh)
   • Trigger Event — The fw_domain_events event type that starts the clock
   • Completion Event — The event type that stops the clock
   • Target Duration (hours) — The deadline
   • Warning Threshold (%) — When to flag as “at-risk” (default: 80%)
   • Escalation Config — Optional escalation levels with notification targets
   • Priority Overrides — Optional per-priority deadline adjustments
4. Click Save

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Step 3: Assign Permissions

To assign:

1. Go to Settings → Roles & Permissions
2. Select the role
3. Enable the required SLA permissions
4. Save

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Database Tables

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Event Integration

SLA Management publishes these events to fw_domain_events: These events can trigger PF-10 notifications for escalation.

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Best Practices

1. Start simple — Create 2–3 critical SLA definitions before expanding
2. Set realistic thresholds — Warning at 75–80% gives staff time to act
3. Audit regularly — Review compliance rates monthly; adjust targets as needed
4. Least privilege — Grant definition.manage only to admins; most staff need only view
5. Use priority overrides — Different urgency levels may need different deadlines

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Troubleshooting

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References

• PF-83 Spec
• User Guide
• Runbook
• Migration Notes