SLA Policies
SLA policies (Service Level Agreement) set the expected processing deadlines and trigger alerts, the coordinators' digest and automatic escalation.
Where to configure
Settings → Workflow & SLA, SLA policies tab (administrator role to create, edit, delete; read access for everyone). The Statistics button shows compliance: total grievances, on time, overdue, compliance rate over the period.
A policy
General information: name (for example “Standard SLA - Payments”), description, Rule priority (the higher the number, the more the rule prevails when several apply), active or not.
Application conditions: grievance category (or all), grievance priority (or all), team (or all), Sensitive cases only.
SLA deadlines, in hours:
| Deadline | Role |
|---|---|
| First response time | Expected time before the first reply to the complainant |
| Resolution time | Expected time to resolve; drives the due date |
| Alert lead time | Time before the due date to alert the assigned agent |
| Auto-escalation delay | Time after the due date before automatic escalation; empty = no automatic escalation |
Business hours: start time, end time, exclude weekends, public holidays. Deadlines are then counted in business hours.
How the policy applies
When a grievance is created or updated, the system picks the highest-priority active policy whose conditions match and computes the grievance's SLA due date. Without an applicable policy, the indicative deadline per priority is used: Urgent 1 day, High 3 days, Medium 7 days, Low 14 days.
In the list and in My Assignments, the Due date column and the Overdue grievances only filter rely on this due date.
Alerts
| Alert | Recipient | Channel |
|---|---|---|
| Due date approaching | assigned agent | in-app notification and e-mail “Reminder: Due date approaching - Grievance …” |
| SLA exceeded | assigned agent | notification and e-mail “URGENT: SLA exceeded - Grievance …” |
| Phase overdue | assigned agent | in-app notification |
Notifications appear in the bell and on the Notifications page (see Notifications).
Overdue grievances digest
A summary e-mail is sent every two days at 8 am (server scheduler) listing overdue grievances sorted by days overdue:
- from 3 days overdue, the grievance's Component Coordinator is a recipient;
- from 5 days, the National Coordinator is added.
A given grievance is reminded at most every 48 hours. The digest only covers Open or In progress grievances: a resolved, not-eligible or closed grievance drops out of it.
E-mails go through the server's asynchronous message queue; on the pre-production environment sending is deliberately blocked.
Automatic escalation
When a policy defines an Auto-escalation delay, the scheduled command app:plaintes:escalade (every two hours) raises the level of grievances whose due date has been exceeded for longer than that delay, and notifies the level reached. See Escalation.
Good practice
- One general default policy (all categories, all priorities), then stricter, higher-priority policies for sensitive cases and payment grievances.
- An alert lead time of at least 24 hours leaves room to act before the breach.
- Review the compliance rate monthly in Statistics and in Reports → Grievances.