SLA Notification

SLA notification reminders are automated messages sent to Support group and Assigned to when Service Level Agreement (SLA) tasks reach specific milestones during their duration. The purpose of these reminder notifications is to ensure that stakeholders are informed about the progress of SLA tasks or issues and to prompt timely actions to meet SLA commitments.

25% Reminder: When 25% of the SLA duration is consumed during working hours. A notification is sent to the relevant group or assigned to person informing them of the progress.

50% Reminder: When 50% of the SLA duration is consumed during working hours. A reminder is sent to the relevant group or assigned to person to ensure the SLA is on track.

75% Reminder: When 75% of the SLA duration is consumed during working hours. An notification is sent to group or assigned to and Manger indicating the need for immediate attention to meet SLA commitment.

Breach: When the SLA is breached during working hours. Immediate notification is sent to group or assigned to and Manger indicating the need for immediate attention to meet SLA commitment.