SLA breach alerting and escalation

**1. Purpose**

1. Immediate notification and escalation when service requests exceed their agreed response/resolution window.

2. Minimize downtime, prevent contractual penalties, and improve client satisfaction.

3. Centralize breach management across communication channels.

4. Generate actionable data for continuous service process improvements.

5. Execute escalation chains according to client SLAs, notifying appropriate internal and client stakeholders.

6. Provide an auditable trail for compliance and review.

**2. Trigger Conditions**

1. Support ticket or service request surpasses pre-defined SLA threshold.

2. Status remains unresolved or unassigned past escalation time.

3. Monitoring system detects first or second-level SLA breach.

4. Customer or system feedback tags a request as urgent or at risk.

5. Absence of update within periodic required intervals.

**3. Platform Variants**

**3.1. Twilio SMS**
— Feature/Setting: API for programmable SMS
— Configure webhook to send SMS to managers on SLA breach, passing ticket ID and urgency level.

**3.2. SendGrid**
— Feature/Setting: Email API v3
— Auto-generate and send emails detailing breach context to escalation list using dynamic templates.

**3.3. Slack**
— Feature/Setting: Incoming Webhooks API
— Route breach alerts to designated channel and notify on-call teams with message blocks.

**3.4. ServiceNow**
— Feature/Setting: Incident Workflow Rules
— Apply breach detection logic to create escalated incidents and assign priority.

**3.5. Zendesk**
— Feature/Setting: Triggers & Automations
— Trigger automated notifications and escalate previously untouched tickets.

**3.6. Microsoft Teams**
— Feature/Setting: Connector Cards API
— Alert escalation group with actionable notification cards linked to the ticket system.

**3.7. PagerDuty**
— Feature/Setting: Event API v2
— Post incidents and auto-escalate to primary and backup teams per defined schedules.

**3.8. Jira Service Management**
— Feature/Setting: Automation Rules
— Raise escalation flags, create escalation subtasks, and notify service owners.

**3.9. HubSpot Service Hub**
— Feature/Setting: Workflow Automation
— Send internal alert emails and Slack messages for overdue service tickets.

**3.10. Freshdesk**
— Feature/Setting: Supervisor Rules
— Automate supervisor-level escalations for overdue tickets with tagging and email alerts.

**3.11. Salesforce Service Cloud**
— Feature/Setting: Service Process Builder
— Create task assignments and send custom alerts upon SLA breach events.

**3.12. Google Chat**
— Feature/Setting: Webhook Bot
— Push structured incident notifications to room or group chat.

**3.13. Zoho Desk**
— Feature/Setting: SLA Automation
— Alert via SMS, email, or internal notification when time limit is breached.

**3.14. Opsgenie**
— Feature/Setting: Alert API
— Open escalation alerts and assign to duty manager; integrates with mobile push.

**3.15. Mailgun**
— Feature/Setting: Events API
— Route custom SLA incident emails based on tags and escalation hierarchy.

**3.16. Trello**
— Feature/Setting: Butler Automation
— Move cards to “Escalation” list and tag team leads when deadlines pass.

**3.17. Intercom**
— Feature/Setting: Custom Bots
— Trigger automated chat or email escalation to customer success for at-risk tickets.

**3.18. Asana**
— Feature/Setting: Rules Automation
— Re-assign or escalate overdue date tasks by updating priority and followers.

**3.19. Monday.com**
— Feature/Setting: Automations Center
— Send alerts via email or notifications to managers for unresolved requests.

**3.20. SMSAPI**
— Feature/Setting: Send SMS
— Directly message responsible service personnel about urgent SLA breaches.

**3.21. SAP Service Cloud**
— Feature/Setting: Business Rules
— Instantly raise alerts and trigger escalation workflows upon threshold violations.

**3.22. RingCentral**
— Feature/Setting: Glip Bots
— Notify internal teams and escalated roles via direct or channel messages.

**4. Benefits**

1. Reduces risk of missed SLAs and service interruptions.

2. Automates time-sensitive communications, freeing staff from manual monitoring.

3. Ensures rapid, accountable, and documented escalation paths.

4. Improves client trust by consistently meeting support obligations.

5. Enables data-driven insights for SLA compliance improvements and reporting.