SettingsSLA Configuration
SLA Configuration
Manage SLA timers, warning thresholds, and notification rules per module
Super Admin Only
SLA configuration is restricted to Super Admin users only. Changes affect system-wide SLA tracking and breach notifications.
| Module Name | SLA Duration | Warning Threshold | Notification Email | Active | Actions |
|---|---|---|---|---|---|
| Lead Submissions | 8h(480 min) | 1hbefore breach | order@astonhill.ae | ||
| Lead Resubmissions | 6h(360 min) | 45mbefore breach | order@astonhill.ae | ||
| Back Office Queue | 12h(720 min) | 1h 30mbefore breach | order@astonhill.ae | ||
| Field Submissions (Assignment SLA) | 4h(240 min) | 30mbefore breach | order@astonhill.ae | ||
| Customer Support Requests | 24h(1440 min) | 2hbefore breach | order@astonhill.ae | ||
| VAS Requests | 16h(960 min) | 1h 30mbefore breach | order@astonhill.ae | ||
| Field Head Queue | 8h(480 min) | 1hbefore breach | order@astonhill.ae |
SLA Configuration Guidelines
- SLA Duration: Total time allowed before breach occurs
- Warning Threshold: Time before breach when warning notification is sent
- Notification Email: Recipient for SLA breach alerts (default: order@astonhill.ae)
- Active toggle: Enable/disable SLA tracking for specific modules
- All times are in minutes (e.g., 480 minutes = 8 hours)