SLA Policies
SLA (Service Level Agreement) policies define complaint processing deadlines and allow tracking GRM system performance.
What is an SLA?
An SLA (Service Level Agreement) defines:
- The maximum deadline for processing a complaint
- Alerts before expiration
- Actions in case of non-compliance
┌─────────────────────────────────────────────────────────────────┐
│ SLA LIFECYCLE │
├─────────────────────────────────────────────────────────────────┤
│ │
│ Complaint Warning Critical SLA Auto │
│ creation Alert Alert Deadline Escalation│
│ │ │ │ │ │ │
│ ▼ ▼ ▼ ▼ ▼ │
│ ───●────────────●─────────────●─────────────●──────────●────▶ │
│ 0 50% 80% 100% 100%+ │
│ │
│ ┌──────┐ ┌──────┐ ┌──────┐ ┌──────┐ ┌──────┐ │
│ │Normal│ │Yellow │ │Orange│ │ Red │ │Escal.│ │
│ └──────┘ └──────┘ └──────┘ └──────┘ └──────┘ │
│ │
└─────────────────────────────────────────────────────────────────┘
SLA Configuration
Administrator access
SLA policy management is accessible from Settings → SLA Policies. This section requires administrator permissions.
Create an SLA policy
- Go to Settings → SLA Policies
- Click New policy
- Fill in the information:
| Field | Description | Example |
|---|---|---|
| Name | Policy name | "Standard Payment SLA" |
| Description | Policy details | "Deadline for payment complaints" |
| Category | Covered complaint category | Payment |
| Priority | Priority level | High |
| Deadline (hours) | Maximum resolution time | 168 (7 days) |
| Warning Alert (%) | First alert threshold | 50 |
| Critical Alert (%) | Critical alert threshold | 80 |
| Auto escalation | Escalate automatically | Yes |
| Active | Active policy | Yes |
- Click Save
Configuration Example
| Category | Priority | Deadline | Warning | Critical |
|---|---|---|---|---|
| Payment | Urgent | 24h | 50% | 80% |
| Payment | High | 7d | 50% | 80% |
| Payment | Medium | 15d | 50% | 80% |
| Eligibility | High | 7d | 50% | 80% |
| Information | Low | 30d | 50% | 80% |
| SEA/SH | Urgent | 48h | 25% | 50% |
SLA Operation
Deadline Calculation
The deadline is automatically calculated when a complaint is created:
Deadline = Creation date + SLA Deadline
Example: Complaint created on 01/15/2026 at 10:00 with 7-day SLA → Deadline: 01/22/2026 at 10:00
Business Days vs Calendar Days
By default, the system counts in calendar days. Option available to count in business days:
| Mode | Description |
|---|---|
| Calendar | 7 days = 7 x 24h = 168h |
| Business | 7 days = 5 x 24h (excl. weekend) |
SLA Pause
The SLA counter can be paused in certain situations:
- Complaint in On Hold status
- Awaiting external information
- Holidays (if configured)
SLA Alerts
Alert Levels
| Level | Threshold | Action |
|---|---|---|
| Normal | < 50% | None |
| Warning | 50-79% | Agent notification |
| Critical | 80-99% | Agent + supervisor notification |
| Exceeded | ≥ 100% | Automatic escalation |
Notifications
Alerts are sent via:
- In-app notification: Badge on icon
- Email: If configured in profile
- Dashboard: Visual indicators
Alert Content
SLA ALERT - Complaint PLT-2024-00123
The complaint is approaching its deadline:
- Category: Payment
- Priority: High
- Deadline: 01/22/2026 10:00
- Time remaining: 4 hours
- Assigned agent: M. Diallo
Action required: Process this complaint as a priority.
Automatic Escalation
Trigger
Automatic escalation is triggered if:
- The SLA deadline has been exceeded
- The Auto escalation option is enabled in the policy
- The complaint has not already been escalated
Process
- Detection: System detects the breach (cron every 15 min)
- Escalation: Complaint is marked as escalated
- Notification: Supervisor/manager is notified
- Reassignment: Optional, according to configuration
Escalation Configuration
In the policy settings:
| Option | Description |
|---|---|
| Auto escalation | Enable/disable |
| Recipient | Supervisor, Team Manager, or specific user |
| Reassign | Change assigned agent |
| Notification | Email, in-app, or both |
Indicators and Reports
SLA Dashboard
The dashboard displays:
- SLA compliance rate: % of complaints processed within deadlines
- In alert: Number of complaints in warning/critical
- Exceeded: Number of complaints past deadline
- Average time: Average resolution duration
Performance Report
| Period | Total | Within SLA | Outside SLA | Rate |
|---|---|---|---|---|
| Jan 2026 | 120 | 108 | 12 | 90% |
| Feb 2026 | 95 | 88 | 7 | 93% |
| Mar 2026 | 110 | 104 | 6 | 95% |
Analysis by Category
| Category | Complaints | SLA Rate | Average time |
|---|---|---|---|
| Payment | 45 | 87% | 5.2 days |
| Eligibility | 32 | 94% | 3.8 days |
| Information | 28 | 100% | 2.1 days |
| Mobile Money | 15 | 80% | 6.5 days |
Best Practices
Deadline Definition
- Realistic: Base on team capacity
- Consistent: Align with complainant expectations
- Differentiated: Adapt according to complexity
Daily Monitoring
- Check complaints in alert each morning
- Prioritize complaints near deadline
- Communicate anticipated delays
Continuous Improvement
- Analyze breaches monthly
- Identify recurring causes
- Adjust deadlines if necessary
- Train teams on weak points
Policy Examples
Default SLA
┌────────────────────────────────────────────────────┐
│ Policy: Standard SLA │
├────────────────────────────────────────────────────┤
│ Category : All │
│ Priority : Medium │
│ Deadline : 15 days (360 hours) │
│ Warning : 50% (7.5 days) │
│ Critical : 80% (12 days) │
│ Escalation: Yes, to supervisor │
└────────────────────────────────────────────────────┘
SEA/SH Urgency SLA
┌────────────────────────────────────────────────────┐
│ Policy: SEA/SH Urgency │
├────────────────────────────────────────────────────┤
│ Category : Sensitive complaints │
│ Priority : Urgent │
│ Deadline : 48 hours │
│ Warning : 25% (12 hours) │
│ Critical : 50% (24 hours) │
│ Escalation: Yes, to SEA/SH Focal Point │
└────────────────────────────────────────────────────┘
Required Permissions
| Action | Permission |
|---|---|
| View SLAs | plaintes.view |
| Configure SLAs | admin.settings |
| View SLA reports | plaintes.view |