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Understanding SLA Status and Alerts

Infodeck displays SLA status throughout the application so you can quickly identify work orders that need attention before they breach.

Quick Summary

SLA status appears on work orders with color-coded indicators. View at-risk work orders in Settings → SLA Configuration → Compliance Overview.

Before You Begin​

Requirements
  • SLA must be enabled for your organization
  • An SLA template must be applied to the organization
  • Work orders must have a priority level set

SLA Status Indicators​

Every work order with an active SLA displays its current status:

StatusColorIconMeaning
On TrackGreen🟢Work order is within SLA timeframe
At RiskYellow🟡Less than 50% time remaining
CriticalRed (pulsing)🔴Less than 2 hours until breach
BreachedGray/Red⚫Past the SLA deadline
No SLANone—No SLA applies (priority None without SLA)

Where SLA Status Appears​

Work Order List​

The work order list shows SLA status in a dedicated column:

  • Quick visual identification of urgent items
  • Filter by SLA status to see only at-risk work orders

Work Order Detail​

The work order detail page shows:

  • Current SLA status badge
  • Time remaining until response deadline
  • Time remaining until resolution deadline
  • History of SLA events

Compliance Overview Dashboard​

The Compliance Overview tab in SLA Configuration shows:

  • Count of work orders in each status
  • List of work orders at risk
  • Smart recommendations for action

SLA Timeline​

Work orders progress through SLA stages:

📋 Work Order Created
       ↓
⏱️ SLA Timer Starts (based on priority)
       ↓
🟢 On Track (>50% time remaining)
       ↓
🟡 At Risk (<50% time remaining)
       ↓
🔴 Critical (<2 hours remaining)
       ↓
✅ Responded/Resolved → SLA Met
       or
❌ Deadline Passed → SLA Breached

Response vs Resolution SLA​

Response SLA​

Tracks time to first meaningful action:

  • Status changes (Open → Accepted)
  • Assignment to a technician
  • Adding a note or update

When response SLA is met, the response timer stops.

Resolution SLA​

Tracks time to complete the work order:

  • Status must reach "Complete" or "Closed"
  • Resolution timer continues until completion
  • Uses business hours for calculation

Identifying At-Risk Work Orders​

Method 1: Compliance Overview​

  1. Go to Settings → SLA Configuration
  2. Click Compliance Overview tab
  3. View the "Work Orders at Risk" panel
  4. Click Take Action to address urgent items

Method 2: Work Order Filters​

  1. Go to Work Orders in the sidebar
  2. Use filters to show only at-risk items
  3. Sort by SLA status to prioritize urgent work

Method 3: Quick Stats​

The dashboard health indicators show:

  • At Risk Now: Will breach in < 2 hours
  • Approaching SLA: < 50% time remaining
  • Breached Today: Already past deadline

Real-World Examples​

Example 1: Morning Priority Check​

Situation: Maintenance supervisor starts the day and needs to know what's most urgent.

Solution:

  1. Go to Settings → SLA Configuration → Compliance Overview
  2. Check "At Risk Now" count (items needing immediate attention)
  3. Review the "Work Orders at Risk" panel
  4. Assign critical items to available technicians
  5. Click Take Action to open each work order

Result: Clear prioritization of the day's work based on SLA deadlines.

Example 2: Preventing a High Priority Breach​

Situation: A High priority work order has been open for 3 hours. With a 4-hour resolution SLA, it's now showing "Critical" status.

Solution:

  1. Notice the red "Critical" indicator in Compliance Overview
  2. Open the work order via Take Action
  3. Either:
    • Complete the work immediately
    • Reassign to available technician
    • Update status to show progress
  4. Resolution within the hour preserves SLA compliance

Result: SLA breach prevented through proactive monitoring.

Example 3: Understanding Why SLA Breached​

Situation: A work order shows as breached even though it was completed the same day.

Solution:

  1. Open the work order details
  2. Check the SLA history showing:
    • Created time: 9:00 AM
    • Priority: High (4-hour resolution)
    • Business hours: 9 AM - 5 PM
    • Completed: 2:00 PM (5 business hours later)
  3. Understanding: Even though completed in 5 clock hours, business hours only count 5 hours—exceeding the 4-hour SLA

Result: Clarity on how SLA calculation works with business hours.

SLA and Business Hours​

SLA timers respect your organization's business hours:

FactorHow It Affects SLA
After HoursTimer pauses after business hours end
Before HoursTimer resumes when business hours start
WeekendsTimer pauses on non-working days
HolidaysCan be configured in Organization Settings

Example Calculation​

  • Work order created: Friday 4:00 PM
  • Business hours: Mon-Fri, 9 AM - 5 PM
  • Resolution SLA: 4 hours

The 4-hour timer counts:

  • Friday 4:00 PM - 5:00 PM = 1 hour
  • Monday 9:00 AM - 12:00 PM = 3 hours
  • SLA deadline: Monday 12:00 PM

Email Notifications​

When enabled, team members receive email notifications for SLA-related events:

EventWho Receives
Work order approaching SLAAssigned user
Work order breachedAssigned user and team

Configure email notifications in your personal Notification Preferences.

Best Practices​

Proactive Monitoring​

FrequencyAction
Start of dayCheck Compliance Overview for at-risk items
MiddayReview approaching deadlines
End of dayEnsure no overnight breaches expected

Assignment Strategy​

PriorityResponse GoalTip
HighImmediateAssign to available technician immediately
MediumWithin hoursInclude in daily planning
LowSame dayBatch with similar work

When Breach is Unavoidable​

  1. Document the reason in work order notes
  2. Complete the work as soon as possible
  3. Review in weekly SLA metrics
  4. Consider if SLA times need adjustment

Troubleshooting​

Work Order Shows No SLA​

CauseSolution
SLA disabledEnable SLA in Settings → SLA Configuration
No template appliedApply a template to your organization
Priority is NoneSet a priority level on the work order

SLA Seems Incorrect​

IssueLikely Cause
Deadline earlier than expectedCheck business hours configuration
Timer continues after responseResponse action may not have been logged
Location has different SLACheck for location override

Need help? Contact Infodeck Support

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