SLA & escalations
Service-level policies put a clock on every item that matches them. FeedbackFlow tracks first-response and resolution targets, warns before a breach, and escalates the moment one slips.
SLA statuses
Each tracked item carries one status, shown by label and colour throughout the app:
| Status | Meaning |
|---|---|
| On track | Within the target window. |
| Due soon | Approaching the resolution target (≤ 24h by default). |
| Breached | Past a first-response or resolution target. |
| Paused | The clock is stopped — e.g. waiting on the reporter. |
| Completed | Resolved; the policy is satisfied. |
Create a policy
From SLA → New policy, define what the policy applies to and the targets it enforces:
- Applies to — any combination of feedback types, priorities, and severities. Unmatched items fall back to your default policy.
- Targets — first-response minutes and resolution minutes.
- Default — mark one policy as the catch-all for everything else.
Business hours
Clocks can run against business hours instead of wall-clock time, so a Friday-evening report isn't “breached” by Monday morning. Per policy you can set:
- A timezone and a weekly schedule of working windows per day.
- Holidays that pause the clock entirely.
Escalation rules
Each policy can carry an ordered list of escalation rules. A rule fires relative to a target and takes one or more actions:
| Field | Description |
|---|---|
| Trigger | before_due or after_breach, with an offset in minutes. |
| Notify | Roles and/or specific users to alert. |
| Channels | In-app, email, Slack, or Teams. |
| Actions | Optionally auto-assign an owner or bump the priority. |
Escalations are recorded with their level on the item, so you can see how far something climbed and when.
Delivery failures
If an escalation can't be delivered — a Slack token expired, an email bounced — it's logged in the SLA delivery failures list rather than disappearing. From there you can replay a failed delivery or mark it resolved, filtered by channel or feedback ID.
Running checks
SLA evaluation runs on a schedule (a cron-triggered job). You can also trigger an immediate sweep with Run SLA check on the console — useful right after changing a policy.