Response and resolution targets, enforced automatically.
Echo's SLA engine tracks response and resolution time against your contractual targets — with business-hours awareness, holiday calendars, and tiered policies per plan. Auto-escalates before you breach.
What's in the SLA Management module
Every capability shipped with Echo. Configure to your business, extend with custom fields, automate with Pulsar.
Different targets per customer tier, product, severity, or channel. Rules apply automatically based on ticket metadata at creation.
SLA clocks pause outside business hours. Configure per-region calendars, holidays, and team-specific schedules with overrides.
Approaching breach triggers automatic escalation chains — agent → lead → manager → director — with timing thresholds per tier.
Track on-time percentage, breach reasons, and trends over time. Drill into specific tickets, agents, or queues for root cause.
Separate metrics for first response vs full resolution. Surface where your agents struggle: triage or completion.
SLA pauses when waiting on customer; resumes the moment they reply. No false breaches for customer-side delays.
SLA performance, at a glance
Track response and resolution against contractual targets — by tier, by team, by channel. Auto-escalation paths visible per policy.
How it flows end-to-end
Real examples of how SLA Management fits into your day — connecting with the rest of FLAIRE Orbit so nothing falls between systems.
New Sev-1 ticket → SLA clock starts → triage required in 15 min → resolution in 4 hours
Approaching SLA breach → auto-escalate to team lead → page on-call manager if no acknowledgement
Customer responds after waiting → SLA timer resumes → assigned agent notified to pick up
Connected to the rest of FLAIRE
SLA Management doesn't sit alone. Every event flows to and from the other modules.
Pulsar workflows fire on SLA breach and approaching-breach events for paging
Nova accounts show SLA history per relationship for tiering and renewal decisions
Atlas invoices can include SLA performance reports for service-contract customers
More of Echo to explore
See every module Echo ships with — pipelines, contacts, quotes, and more — connected by FLAIRE Orbit.
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