Skip to main contentSLA Overview
Service Level Agreements (SLAs) define deadlines for handling claims.
SLA Components
Response Time: How quickly must claim be acknowledged/assigned
- Example: Critical = 4 hours
- Example: Low = 48 hours
Resolution Time: How quickly must claim be fully resolved
- Example: Critical = 8 hours
- Example: Low = 1 week
Default SLA Policy
| Priority | Response | Resolution | Escalation |
|---|
| Critical | 4 hours | 8 hours | 2 hours if not assigned |
| High | 8 hours | 24 hours | 4 hours if not assigned |
| Medium | 24 hours | 72 hours | Escalate if at-risk |
| Low | 48 hours | 1 week | Manual review |
Customizing SLAs
- Admin Console → SLA Policies
- Select priority level
- Set response time
- Set resolution time
- Configure escalation triggers
- Save and test
By Priority
Set different rules for Critical/High/Medium/Low priorities.
By Category
Override SLAs for specific categories:
- Safety claims: May need faster response
- Equipment maintenance: May need extra time for parts
- Logistics: May have different timelines
By Department
Different departments may have different capabilities:
- Well-staffed department: Shorter SLAs possible
- Under-resourced department: Longer SLAs needed
Exclusions
Configure when SLA clock stops:
- Weekends (if applicable)
- Holidays
- Business hours only
- Maintenance windows
Example: “Resolve by Monday 9 AM” when claim created Friday 5 PM.
Escalation Rules
Automatic escalation when SLA at risk:
- At 2 hours remaining: Yellow warning
- At deadline: Red alert, notify manager
- 1 hour overdue: Escalate to director
SLA Monitoring
Dashboard shows:
- SLA compliance rate
- Claims at-risk or overdue
- Department SLA performance
- Category SLA comparison
Tips
- Start conservative: Longer SLAs initially
- Monitor actual performance: Adjust based on data
- Different for different categories: Manufacturing vs logistics differ
- Account for complexity: Complex issues may need more time
- Regular review: Quarterly adjustment keeps SLAs realistic
Next Steps
