SLA policies
Per-tenant support SLA policies — first-response and resolution targets that are business-hours- and timezone-aware, with live countdowns, automatic warnings, and breach handling that elevates, reassigns, and notifies.
SLA policies put deadlines on your support cases and make Pact enforce them for you. Instead of hoping an agent notices a case slipping, Pact tracks each clock, warns before it breaches, and acts when it does.
Policies
Each tenant defines one or more SLA policies. A policy sets:
- First-response target — how long until an agent must first reply.
- Resolution target — how long until the case must be resolved.
- Business hours + timezone — clocks only count down during your configured working hours, in your timezone, so an overnight case isn't unfairly penalized.
- Escalation target (optional) — a senior agent a breached case is reassigned to.
Live countdowns
Every open case shows a live countdown against its policy. The math is business-hours-aware: a target of "4 business hours" spans the overnight gap correctly rather than burning down through hours your team isn't working.
Automatic warnings and breach handling
A background sweep runs every 5 minutes and evaluates the first-response and resolution clocks on open cases:
- At 80% of the target elapsed, Pact fires a warning.
- At 100% (breach), Pact:
- marks the case
sla_breached, - elevates the case priority one rung,
- reassigns it to the policy's senior agent, when an escalation target is set,
- writes timeline and audit events, and
- notifies the case owner and their manager.
- marks the case
Warnings and breaches fire exactly once
Each warning and breach is recorded once per clock, so a case that sits over its deadline across several sweeps doesn't spam your team with repeat notifications.
Assign an owner so escalation lands
Breach handling notifies the owner and their manager and can reassign to a senior agent. Make sure your routing rules assign an owner so those notifications reach someone.
Priority restore on recovery
If a case's priority was elevated by a breach and the situation later recovers, Pact can restore the priority — the elevation isn't permanent once the pressure is off.
Weekly SLA report
A scheduled job compiles a weekly SLA report per tenant, rolled up by ISO week. It gives you a recurring, at-a-glance view of how your team is tracking against its targets over time.