What it is
SLA Breach Alert Automations are AI-powered workflows that monitor service-level agreements (SLAs) and trigger alerts whenever response or resolution deadlines are at risk. Instead of manually tracking every support ticket, the system automatically flags overdue cases, escalates them, and notifies managers before an SLA is breached.
Why it matters
Missing SLAs damages customer trust and can lead to penalties, refunds, or lost contracts. Manual monitoring is nearly impossible at scale, especially with high ticket volumes. Automation ensures timely alerts, faster escalations, and proactive service management, keeping customers happy and contracts safe.
How it works
- SLA rules are configured by ticket type, customer tier, and priority.
- AI monitors ticket progress in real time across support systems.
- Imminent breaches trigger alerts to assigned agents and team leads.
- Escalations are routed to managers or specialized teams automatically.
- Dashboards show SLA compliance rates, trends, and breach history.
- Automated reports highlight recurring SLA risks for management review.
