$ modules / sla
SLA Management.
Policies, overrides, pausable clocks, auto-escalation.
webnativega
// in 60 seconds
- →SLA policies with response + resolution targets.
- →Pause on hold / additional info. Resume automatically.
- →Override per client. Override per ticket. Auto-escalation on breach.
Core capabilities.
Policies with targets
Response + resolution times per priority. Per-tenant defaults.
Per-client override
Different SLA for different clients.
Per-ticket exception
One-off exceptions captured with reason.
Pause / resume clocks
Clock stops on hold / additional-info / off-hours (if configured).
Auto-escalation
At 70% / 90% / 100% breach — notify, reassign, page on-call.
Breach reporting
Per-client, per-tech SLA compliance reports.
// architecture
Clock stored with start/paused_at/accumulated_ms. Breaches evaluated in real-time via SSE watcher.
FAQ.
Are off-hours honored?+
Yes, per-client business-hours calendar. SLA does not tick outside business hours if configured.