SLA Policy

The SLA policy defines how many hours a case has before it is considered overdue. Each case inherits the SLA deadline from its severity level at creation time. The deadline is computed as: creation time + configured hours.

Default SLA Deadlines#

What SLA Breach Means Operationally#

When the daily maintenance job finds a case where slaDeadline < now and the case is not closed or remediated:

1. The case entity is updated: slaBreached: true.
2. An evidence event case_sla_breached is appended to the audit log for that case.
3. A notification is routed via the “SLA Breaches” channel (if enabled in the Notifications tab).
4. The case appears with a red “BREACHED” badge in the Cases tab.
5. The Dashboard KPI card “SLA Breaches” increments.

SLA breaches are not automatically cleared when a case is closed, the slaBreached flag persists as a historical record. The Cases tab PDF export renders “BREACHED” in red for auditors.

Changing the SLA Policy#

1. Update the hour values in the text fields for each severity level. Values must be positive integers, zero or negative values are rejected.
2. Click Save SLA Policy.
3. A success banner confirms “SLA policy updated”.

Note: Changing the SLA policy does NOT retroactively update deadlines on existing cases. Only newly created cases will use the new values.