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Feature: SLA Definition Management & Configuration
Spec: PF-83
Last Updated: 2026-03-17
Overview
This guide covers administrative configuration for SLA Management: creating and managing SLA definitions, configuring module settings, and assigning permissions.
Permission Model
Permission Keys
| Permission | Description |
|---|
pf.sla.view | Read access to SLA dashboard, definitions, and instances |
pf.sla.definition.manage | Create, edit, and deactivate SLA definitions |
pf.sla.instance.manage | Pause, resume, and extend SLA instances |
pf.sla.settings.manage | Configure SLA module settings |
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.
Initial Setup
SLA-related settings are stored in pf_module_settings (one row per organization):
| Setting | Type | Description | Recommendation |
|---|
| Default warning threshold | INTEGER | Percentage of deadline at which “at-risk” triggers | 75–80% |
| Max active instances | INTEGER | Cap on concurrent active SLA instances per org | Start with 1000 |
| Max definitions | INTEGER | Cap on SLA definitions per org | Start with 50 |
Step 2: Create SLA Definitions
- Navigate to Settings → SLA → Definitions
- Click New Definition
- 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
- Click Save
Step 3: Assign Permissions
| Role | Recommended Permissions |
|---|
| org_admin | All SLA permissions |
| platform_admin | pf.sla.view, pf.sla.definition.manage, pf.sla.settings.manage |
| Staff / Managers | pf.sla.view |
- Go to Settings → Roles & Permissions
- Select the role
- Enable the required SLA permissions
- Save
Database Tables
| Table | Purpose | Key Fields |
|---|
pf_sla_definitions | SLA templates | id, organization_id, name, sla_type, owning_core, trigger_event_type, completion_event_type, target_duration_hours, warning_threshold_pct |
pf_sla_instances | Running SLA clocks | id, organization_id, definition_id, status, started_at, deadline_at, elapsed_seconds, remaining_seconds, percentage_elapsed |
Event Integration
SLA Management publishes these events to fw_domain_events:
| Event Type | When Fired |
|---|
pf_sla_warning_triggered | Instance crosses warning threshold |
pf_sla_breached | Instance exceeds deadline |
pf_sla_completed | Instance completed within deadline |
Best Practices
- Start simple — Create 2–3 critical SLA definitions before expanding
- Set realistic thresholds — Warning at 75–80% gives staff time to act
- Audit regularly — Review compliance rates monthly; adjust targets as needed
- Least privilege — Grant
definition.manage only to admins; most staff need only view
- Use priority overrides — Different urgency levels may need different deadlines
Troubleshooting
| Issue | Solution |
|---|
| Definition not creating instances | Verify trigger event type matches events in fw_domain_events |
| Permission changes not reflecting | Permission queries have 5-minute stale time; wait or hard refresh |
| Instance never completes | Check that the completion event type is correct and the event is actually being published |
| Too many active instances | Review and increase the max active instances setting, or archive old definitions |
References
