SLA breach notifications for customer requests

Purpose

1.1. Ensure immediate action on customer requests that exceed predetermined SLA response times for aviation spare parts and supplies.
1.2. Maintain contractual compliance and protect business reputation by sending real-time notifications to relevant staff for overdue cases.
1.3. Reduce potential revenue loss from dissatisfied wholesale clients in the aircraft supply industry by enhancing customer experience.
1.4. Provide a fully traceable log of breached SLAs for process improvement and compliance audits.

Trigger Conditions

2.1. A new customer request is logged or updated in the CRM with a timestamp.
2.2. Time elapsed since request creation/update surpasses the defined SLA threshold for response or resolution.
2.3. SLA timer configured differently per request type—standard, urgent, or parts-special orders.
2.4. Optional: SLA breach detected by comparison between ticket timestamps and SLA policy in the backend system.

Platform Variants

3.1. Salesforce
• Feature/Setting: Process Builder or Flow with Time-Based Trigger, configured to monitor Case object SLA fields and send alerts via Email Alert.
3.2. Zendesk
• Feature/Setting: Automations with Time-based conditions on Ticket SLA fields; action—Notify via Email/Webhook.
3.3. Microsoft Dynamics 365
• Feature/Setting: Power Automate Workflow; monitors Case entity SLA KPI instance status; triggers Teams or Email notification.
3.4. Jira Service Management
• Feature/Setting: SLA metric configuration with Automation Rules to trigger email/Slack notifications.
3.5. ServiceNow
• Feature/Setting: Notification Rule linked to Task SLA Breach event; triggers specified communication actions.
3.6. HubSpot Service Hub
• Feature/Setting: Workflow Automation monitoring Ticket properties; triggers Email/SMS alert on SLA fail.
3.7. Freshdesk
• Feature/Setting: Automations for SLA Violation; sends customizable emails or webhook events.
3.8. Twilio SMS
• Feature/Setting: API endpoint configured in automations for instant SMS alerts; uses /Messages endpoint.
3.9. SendGrid
• Feature/Setting: API integration for transactional email alert upon breach; uses /mail/send endpoint.
3.10. Slack
• Feature/Setting: Incoming Webhook API for posting SLA breach messages to a specific channel.
3.11. Microsoft Teams
• Feature/Setting: Incoming Webhook connector configured to display SLA breach notifications.
3.12. Opsgenie
• Feature/Setting: Alert API triggering incidents and escalation policies in response to SLA breach.
3.13. PagerDuty
• Feature/Setting: API Events V2 endpoint to create an incident if SLA is exceeded.
3.14. Google Workspace (Gmail)
• Feature/Setting: Apps Script triggered from a Sheet or Calendar tracking SLA, sends Gmail notification.
3.15. Outlook 365
• Feature/Setting: Power Automate workflow sending emails when breach detected in monitored folder.
3.16. Asana
• Feature/Setting: Rules and Webhooks for Tasks tagged with 'SLA Breach' to trigger notification.
3.17. Trello
• Feature/Setting: Butler automation or Power-Up sends alerts via email/Webhook for an SLA-tagged card.
3.18. Monday.com
• Feature/Setting: Automation for time-based status monitoring; notification or email when breach occurs.
3.19. Zapier
• Feature/Setting: Scheduled Zap checks SLA timestamps; triggers SMS/Email/Slack actions.
3.20. Google Chat
• Feature/Setting: Webhook (incoming) to send bot notification to a defined room/channel on SLA breach.

Benefits

4.1. Minimize loss from unaddressed premium wholesale orders.
4.2. Reduce time to resolution and foster proactive escalations.
4.3. Ensure regulatory and contractual SLA compliance.
4.4. Enable data-driven root cause analysis for ongoing process improvements.
4.5. Instill accountability and transparency in customer service operations.