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How Do I Track SLA Compliance?

Service Level Agreements (SLAs) ensure compliance work is completed on time. Zenoo tracks SLA deadlines on every case and provides visual indicators, automated warnings, and auto-escalation to help your team stay on track.

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What you’ll learn

  • How SLA deadlines are assigned to cases
  • How to read SLA status indicators
  • What happens when an SLA is at risk or breached
  • How auto-escalation works
  • How to monitor SLA performance across your team

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How are SLA deadlines assigned?

When a case is created, the system automatically calculates its SLA due date based on two factors: These rules are configured in custom metadata. For example:
SLA clocks pause when a case is in Client Input status. The time spent waiting for the customer does not count against your SLA.

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How do I read SLA indicators?

SLA status is visible in three places: the case queue, the case header, and the alert queue. The indicator uses four states: The indicator also shows the time remaining (e.g., “3d 4h remaining”) or time overdue (e.g., “2h overdue”).

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What happens at each SLA stage?

1

On Track

The case is within its normal processing window. No special action needed. The SLA badge is green and shows remaining time.
2

Warning

The case has entered its warning window (e.g., 2 days before the SLA deadline). The system:
  • Changes the SLA badge to amber
  • Sends a warning email to the assigned analyst
  • Bumps the case’s priority score so it appears higher in the queue
When you see a warning indicator, prioritize that case. Resolving it before it breaches keeps your team’s SLA metrics healthy.
3

Critical

The case is within 24 hours of its deadline. The SLA badge turns red. This is your last chance to resolve before a breach.
4

Breached

The case has passed its due date. The system:
  • Changes the SLA badge to dark red with “Breached” text
  • If auto-escalation is enabled, escalates the case to the analyst’s manager
  • Logs an SLA breach event in the audit trail
  • Updates the SLA breach count in analytics
SLA breaches are visible in analytics dashboards and audit reports. Regulatory examiners may review breach rates as an indicator of your compliance program’s effectiveness.

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How does auto-escalation work?

Auto-escalation is an optional feature that automatically escalates cases when their SLA breaches:
  1. A nightly batch job checks all open cases for SLA status
  2. For cases that have breached and have auto-escalation enabled:
    • The system finds the assigned analyst’s manager
    • The case is escalated to the manager with a system-generated note: “Auto-escalated: SLA breach”
    • The case status changes to Internal Review
    • Both the analyst and manager receive email notifications
  3. The escalation is logged in the audit trail as an Auto Escalation event
Auto-escalation settings are configured per case type and priority in the SLA configuration metadata.

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How do I monitor SLA across my team?

Team leads and compliance officers can view SLA metrics in the analytics dashboard:
  • SLA compliance rate — percentage of cases resolved before their due date
  • Cases at risk — count of cases currently in Warning or Critical status
  • Average resolution time — how long cases take to close compared to their SLA window
  • Breach count — how many cases breached their SLA in the current period
  • Breach trends — whether SLA performance is improving or declining

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What’s next?

Resolve a Case

Close cases before their SLA deadline.

Review Alerts

Alerts have SLA indicators too — prioritize approaching deadlines.

Collaborate With Your Team

Escalate to colleagues when you need help meeting a deadline.

Read the Audit Trail

SLA breaches and escalations are logged for regulatory review.