SLA Management — User Guide

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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.

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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

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Prerequisites

Note: Contact your organization administrator if you don’t have the required permissions.

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How To

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View the SLA Dashboard

1. Navigate to Settings → SLA from the sidebar
2. 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
3. Use the date range selector to adjust the reporting period

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Browse SLA Definitions

1. Navigate to Settings → SLA → Definitions
2. 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

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View SLA Instances

1. Navigate to Settings → SLA → Instances
2. 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
3. Click a column header to sort; use the status filter to narrow results

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Pause an SLA Instance

1. Find the active instance you want to pause
2. Click the ⋮ menu → Pause
3. Enter a reason for the pause (required)
4. Click Confirm

Note: Paused instances stop counting elapsed time until resumed.

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Resume a Paused Instance

1. Find the paused instance
2. Click the ⋮ menu → Resume
3. The SLA clock resumes from where it was paused

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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.

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Troubleshooting

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Glossary

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References

• PF-83 Spec
• Admin Guide
• Runbook