SLA Breach Notifications

Configure SLA Breach Notifications

Before configuring SLA Breach Notifications, ensure that the appropriate team structure and escalation flow are properly set up.

It is highly recommended to create or designate a team that will receive SLA breach alerts.

1. Create a Dedicated Team for SLA Breach Notifications

We highly recommend creating a dedicated team specifically for SLA breach notifications. This ensures:

• Clear ownership of SLA violations
• No confusion with operational alerting teams
• Controlled notification routing
• Better audit and reporting visibility

You may refer to the following guide to create a team:

2. Invite Users to the Team

Add all users who should receive SLA breach notifications to the newly created team.

This ensures that notifications triggered by SLA violations are routed to the correct stakeholders.

Refer to the guide: Invite Users to the Team

3. Create an Escalation Policy

You must create an escalation policy that defines:

• Notification sequence
• Escalation timing
• Escalation targets

SLA breach alerts will follow this escalation policy to notify team members.

Refer to the guide: Create an Escalation Policy

4. Create a Service for SLA Breach Notifications

Create a new service specifically for SLA breach notifications.

Important Notes:

• You do not need to configure API integration.
• You do not need to configure email integration.
• No external integration is required.
• A simple (dummy) service is sufficient.
• No additional configuration is required beyond assigning the escalation policy.

Currently, the system generates a low urgency incident under this service whenever an SLA breach occurs. The configured escalation policy will then notify the assigned team members accordingly.

Refer to the guide: Create a Service

How It Works (Summary)

• SLA breach occurs.
• A low urgency incident is automatically created under the dedicated SLA notification service.
• The configured escalation policy is triggered.
• Team members receive notifications based on the escalation configuration.

Best Practice Recommendation

• Always separate SLA breach notifications from production operational services.
• Use a dedicated team and dedicated service.
• Keep escalation logic simple and clearly structured.
• Regularly review team membership to ensure correct recipients.