SLA Tracking
Every submission has a Service Level Agreement (SLA) target of 3 business days from submission to completion.
SLA Colors
| Color | Meaning | Action |
|---|
| 🟢 Green | On track, plenty of time | Process normally |
| 🟡 Yellow | Approaching deadline (2+ days) | Prioritize this item |
| 🔴 Red | Overdue (past 3 days) | Work immediately |
SLA in My Queue
In the My Queue tab, items are sorted by SLA urgency:
- Red items first (overdue, most urgent)
- Yellow items next (approaching deadline)
- Green items last (on track)
The SLA column shows a countdown: “1.2d remaining” or “0.5d overdue”
SLA Stats
The My Queue stats cards track your SLA performance:
- Approaching SLA: Count of your yellow items
- Overdue: Count of your red items
Overdue items affect the team’s SLA compliance metrics. Try to keep your overdue count at zero.
Business Days
SLA tracking counts business days only (Monday through Friday). Weekends and holidays don’t count against the deadline.
