SLA Configuration
Configure SLA hours and escalation rules per category
SLA Hours
Define resolution time limits for each category and priority combination.
Escalation Rules
Set automatic actions when SLA thresholds are approaching.
Supervisors
Assign supervisors to receive escalation notifications.
| Category | Priority | SLA Hours | Escalation Rules | Actions |
|---|---|---|---|---|
Water Supply | ^ High | 12 hours | 50%: Notify Supervisor25%: Notify Admin | |
Water Supply | - Medium | 24 hours | 25%: Notify Supervisor | |
Electricity | ^ High | 6 hours | 50%: Notify Supervisor25%: Auto Reassign | |
Roads | ^ High | 24 hours | 25%: Notify Admin | |
Sanitation | - Medium | 12 hours | No rules configured |