Feature: SLA Dashboard, Definitions & Instance TrackingDocumentation Index
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Spec: PF-83
Last Updated: 2026-03-17
Overview
The SLA Management system lets you monitor service-level commitments across your organization. You can view real-time SLA status on the dashboard, review individual instance progress, and track compliance rates over time.Key Capabilities
- SLA Dashboard — At-a-glance compliance rates, active/breached/completed counts, and trend data
- Instance Tracking — View elapsed time, remaining time, percentage progress, and status for each SLA instance
- Pause & Resume — Temporarily pause an SLA clock with a documented reason; resume when ready
- Filtering — Filter instances by status (active, at-risk, breached, completed, paused) and SLA type
Prerequisites
| Permission | What You Can Do |
|---|---|
pf.sla.view | View SLA dashboard, definitions, and instance status |
pf.sla.instance.manage | Pause, resume, and extend SLA instances |
Note: Contact your organization administrator if you don’t have the required permissions.
How To
View the SLA Dashboard
- Navigate to Settings → SLA from the sidebar
- The dashboard shows:
- Compliance Rate — Percentage of SLAs completed within their deadline
- Active Instances — Currently running SLA clocks
- At-Risk — Instances approaching their warning threshold
- Breached — Instances that exceeded their deadline
- Use the date range selector to adjust the reporting period
Browse SLA Definitions
- Navigate to Settings → SLA → Definitions
- Each definition shows:
- Name and SLA Type (response_time, resolution_time, follow_up, custom)
- Trigger Event — The event that starts the SLA clock
- Completion Event — The event that stops the SLA clock
- Target Duration — The deadline in hours
- Warning Threshold — Percentage at which “at-risk” status triggers
View SLA Instances
- Navigate to Settings → SLA → Instances
- Each instance row shows:
- Status — Active, At-Risk, Breached, Completed, Paused
- Elapsed / Remaining — Time consumed and time left
- Progress Bar — Visual percentage of deadline consumed
- Click a column header to sort; use the status filter to narrow results
Pause an SLA Instance
- Find the active instance you want to pause
- Click the ⋮ menu → Pause
- Enter a reason for the pause (required)
- Click Confirm
Note: Paused instances stop counting elapsed time until resumed.
Resume a Paused Instance
- Find the paused instance
- Click the ⋮ menu → Resume
- The SLA clock resumes from where it was paused
Check Cache Status
After loading the dashboard, data is cached for 5 minutes. Click the browser refresh or navigate away and back to get fresh data.Troubleshooting
| Issue | Solution |
|---|---|
| Dashboard shows no data | Confirm you have pf.sla.view permission and SLA definitions exist |
| Instance stuck in “Active” | The completion event may not have fired; contact your admin |
| Cannot pause an instance | You need pf.sla.instance.manage permission |
| Counts seem stale | Data has a 5-minute cache; wait or hard refresh |
Glossary
| Term | Definition |
|---|---|
| SLA Definition | A template that defines the trigger event, completion event, and target duration for a type of SLA |
| SLA Instance | A specific, running SLA clock created when a trigger event occurs |
| Trigger Event | The domain event (e.g., lead created, task assigned) that starts an SLA clock |
| Completion Event | The domain event that stops the SLA clock and marks it complete |
| At-Risk | An instance that has passed its warning threshold but not yet breached |
| Breached | An instance that exceeded its target duration without completion |