> ## Documentation Index
> Fetch the complete documentation index at: https://docs.encoreos.io/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Management — User Guide

> Feature: SLA Dashboard, Definitions & Instance Tracking Spec: PF-83 Last Updated: 2026-03-17

**Feature:** SLA Dashboard, Definitions & Instance Tracking\
**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

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

### 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

### 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

### 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.

### Resume a Paused Instance

1. Find the paused instance
2. Click the **⋮** menu → **Resume**
3. 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                                   |

## References

* [PF-83 Spec](../../specs/pf/specs/PF-83-sla-management-platform-layer.md)
* [Admin Guide](sla-management-admin-guide.md)
* [Runbook](sla-management-runbook.md)