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SLA configuration
Partial
Stage-level SLA definitions — configure timers, owners, and escalation rules
Stages covered
4 / 6
stages have SLA defined
Default timers
Set
Applied when no stage-specific timer is configured
Overall status
Partial
Some stages are missing SLA definitions
SLA definitions by stage
All times in business days · Escalation triggers on breach
| Stage | Owner | SLA type | Target (days) | Warning (days) | Breach (days) | Impact | Escalation |
|---|---|---|---|---|---|---|---|
| Request | CSM | Response | 1 | 1 | 2 | Lead drop-off risk | |
| BRD | CSM | Response | 3 | 2 | 3 | Conversion risk | |
| Bidding | Vendor | Submission | 5 | 4 | 5 | Deal loss risk | |
| Delivery | SDM | Completion | 30 | 25 | 30 | Not measured | |
| Billing | Admin | Invoice | 7 | 5 | 7 | Not measured | |
| CSAT | CSM | Collection | 3 | 2 | 3 | Not measured |