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SLA Management

BEAK Desk provides comprehensive SLA management to define response and resolution targets, track compliance, and automate escalations.

SLA Configuration​

SLA Policies​

Define SLA policies based on:

  • Priority level — Different targets for Critical, High, Medium, Low
  • Category — Different SLAs for hardware vs. software issues
  • Customer/Department — Custom SLAs per business unit
  • Channel — Channel-specific response time targets

SLA Targets​

PriorityFirst ResponseResolution
Critical15 minutes4 hours
High1 hour8 hours
Medium4 hours24 hours
Low8 hours48 hours

Targets are configurable per organization.

SLA Tracking​

  • Real-time SLA countdown on every ticket
  • Color-coded indicators (green/yellow/red) for approaching deadlines
  • SLA breach alerts to agents and managers
  • Automatic escalation when SLA thresholds are breached

Escalation Rules​

  • Warning — Notify agent when SLA is approaching breach (configurable percentage)
  • Breach — Escalate to team lead or manager
  • Critical Breach — Escalate to department head with full incident report
  • Custom Chains — Define multi-level escalation paths per SLA policy

Reporting​

  • SLA compliance rates by team, category, and priority
  • Breach analysis with root cause breakdown
  • Trend reporting for continuous improvement
  • Executive dashboards with SLA scorecards