Response and resolution targets, and what happens as a ticket approaches them.
SLA matrix
response and resolution targets per priority| Priority | Code | Response | Resolution | Warn at | Applies to | Status | Action |
|---|---|---|---|---|---|---|---|
| Emergency | SLA-EMERGENCY | 15m | 2h | 80% | Emergency incidents | Active | |
| High | SLA-HIGH | 1h | 8h | 80% | High priority incidents | Active | |
| Medium | SLA-MEDIUM | 4h | 1d | 80% | Medium priority incidents | Active | |
| Low | SLA-LOW | 8h | 3d | 80% | Standard priority incidents | Active |
4 policies
Performance against target
measured from live tickets, not configuration| Priority | Tracked | Avg response | Avg resolution | Response breaches | Resolution breaches | Compliance |
|---|---|---|---|---|---|---|
| Emergency | 6 | 223m | 0.0h | 1 | 1 |
83%
|
| High | 11 | 0m | 0.0h | 0 | 0 |
100%
|
| Medium | 14 | 0m | — | 0 | 0 |
100%
|
| Low | 3 | 0m | — | 0 | 0 |
100%
|
4 priority bands · 34 tickets tracked
Escalation ladder
what the SLA engine does as a target nearsL1
At 80% of target
Ticket is flagged as warning and appears as
“nearing breach” on the board.
0 tickets
in this state now.
L2
On breach
Response or resolution target passed; the ticket is
marked breached and counts against compliance.
1 breached to date.
Two levels, not three. The engine records warning and
breach only. Notifying a supervisor or auto-bumping priority
needs an escalation-rules model, which does not exist yet.
Business hours & calendar
Not configurable yet. SLA timers currently run around
the clock — there is no working-hours or holiday model, so
the clock does not pause outside office hours.