Understanding SLA Breaches and Deadlines

An SLA breach occurs when a required service target is not met within the applicable deadline.

Approaching breach

An approaching-breach indicator gives agents time to act before the target is missed.

Breached target

A breached target indicates that the required response or resolution milestone has passed according to the SLA calculation.

Agent action

When a ticket is approaching breach:

1. Review the ticket.
2. Confirm its current ownership.
3. Identify the next required action.
4. Reassign or escalate when necessary.
5. Update the customer when appropriate.

Supervisory monitoring

Supervisors should review approaching and breached work to identify workload, assignment, or process problems.

Reporting

Repeated breaches may indicate unrealistic targets, inadequate staffing, incorrect routing, or process delays.

Good practices

Do not change ticket data solely to hide a breach. Address the operational cause and preserve accurate service history.