SLA monitoring and alerting

Purpose

1.1. Automate real-time monitoring of Service Level Agreements (SLA) for appliance customer service requests, ensuring all cases are handled within committed timelines, with automated alerts/escalations when breaches are imminent or occur.
1.2. Enhance visibility for managers and agents, improve SLA adherence, minimize manual tracking, automate stakeholder notifications, and ensure compliance with contractual obligations.
1.3. Aggregate and monitor key SLA parameters (first response, resolution time, follow-ups) across multiple communication channels and service platforms.
1.4. Generate analytics, historical SLA performance data, and support dashboards for continuous service improvement.

Trigger Conditions

2.1. New service ticket creation with SLA tag.
2.2. Status update (e.g., open, in-progress, waiting on customer) on tracked tickets.
2.3. Approaching SLA breach threshold (e.g., 80% of allotted response/resolution time elapsed).
2.4. SLA breach event—time expiration without resolution/response.
2.5. Manual re-escalation by agent or review requests by management.

Platform variants

3.1. Twilio SMS
• Feature/Setting: Send SMS via Messaging API upon SLA breach.
• Sample Configuration: Use SendMessage endpoint; set trigger on SLA event with recipient from agent records.

3.2. SendGrid
• Feature/Setting: Automated email alert via Send API.
• Sample Configuration: Configure transaction email template; trigger on SLA breach; dynamic recipient and SLA info fields.

3.3. Slack
• Feature/Setting: Send channel alert using Slack Incoming Webhooks.
• Sample Configuration: Create webhook in relevant support channel; send message with ticket info on breach.

3.4. Microsoft Teams
• Feature/Setting: Post message to channel with Microsoft Graph API.
• Sample Configuration: Use /teams/{team-id}/channels/{channel-id}/messages to send alert.

3.5. Zendesk Support
• Feature/Setting: Zendesk Triggers/Automations for SLA policies.
• Sample Configuration: Configure trigger on SLA metric events; tag ticket; notify via email/Webhook.

3.6. Salesforce Service Cloud
• Feature/Setting: Entitlement SLA Milestone Process.
• Sample Configuration: Set up Entitlement Processes, Milestones, and Workflow Rules for notifications.

3.7. ServiceNow
• Feature/Setting: SLA Breach Workflow.
• Sample Configuration: Use SLA definitions and Notification Business Rule for alerts.

3.8. Freshdesk
• Feature/Setting: SLA automation and escalation rules.
• Sample Configuration: Configure SLA Policy; set escalation emails for first, second, final breach.

3.9. Jira Service Management
• Feature/Setting: SLA metric configurations with Automation.
• Sample Configuration: SLA timers; Automation Rule to email/notify on impending breach.

3.10. PagerDuty
• Feature/Setting: Incident trigger via REST API.
• Sample Configuration: Create incident with /incidents endpoint on SLA breach.

3.11. Opsgenie
• Feature/Setting: Alert integration via HTTP API.
• Sample Configuration: POST alert on SLA breach to /v2/alerts API endpoint.

3.12. Google Chat
• Feature/Setting: Webhook notification to a space.
• Sample Configuration: Set webhook URL; send JSON message with ticket and SLA details.

3.13. Outlook 365
• Feature/Setting: Automated mail via Graph API.
• Sample Configuration: Use /sendMail endpoint; template with SLA and ticket info.

3.14. Asana
• Feature/Setting: Task comment via Asana API.
• Sample Configuration: POST comment or assign escalation task when breached.

3.15. Monday.com
• Feature/Setting: Status change and automated notifications.
• Sample Configuration: Automation on status/SLA field change; send notification to board members.

3.16. Airtable
• Feature/Setting: Scripted automation to update records and send alerts.
• Sample Configuration: Trigger automation when SLA field is past due; integrate email/SMS alert.

3.17. HubSpot Service Hub
• Feature/Setting: Workflow for SLA reminders and notifications.
• Sample Configuration: SLA calculated field; workflow to auto-notify owners and managers.

3.18. Intercom
• Feature/Setting: SLA breach automated message with Custom Bots.
• Sample Configuration: Configure bot to message team or escalate when SLA is at risk.

3.19. Trello
• Feature/Setting: Card due-date automation with Trello API.
• Sample Configuration: Use webhook on card due date; move card or notify team member.

3.20. Zoho Desk
• Feature/Setting: SLA configuration with escalations.
• Sample Configuration: SLA Timer setup; auto escalate and notify via Workflow rules.

3.21. ClickUp
• Feature/Setting: SLA time tracking and automations.
• Sample Configuration: Set custom fields for SLA; automation to notify or escalate past due.

3.22. SAP Service Cloud
• Feature/Setting: SLA Monitoring and escalation actions.
• Sample Configuration: Workflow rules to trigger task or alert on SLA events.

3.23. Google Sheets
• Feature/Setting: Script automation to notify on overdue items.
• Sample Configuration: Apps Script checks SLA deadline; sends email/SMS when at risk.

Benefits

4.1. Guarantees SLA adherence through proactive notifications and escalation.
4.2. Reduces risk of missed response or resolution times, improving customer satisfaction.
4.3. Empowers teams with real-time awareness and actionable data.
4.4. Minimizes manual follow-up, freeing agents for higher-value tasks.
4.5. Promotes transparency and compliance, strengthening partner and customer trust.
4.6. Provides historical benchmarking for process improvement and compliance audits.