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Auroranexis documentation
SLA policies define response and resolution monitoring targets for incidents and risks. Configure policies in Settings → SLA (Business and Enterprise), assign them to clients, and the platform evaluates timers automatically when records are created or updated. Client detail pages and operational dashboards show compliance status, breaches, and upcoming deadlines so your team can track delivery against those targets.
SLA policies are organization-level templates stored under Settings → SLA. Each policy includes default incident and risk hour targets plus severity-specific response and resolution minutes for low through critical tiers. Clients receive an assigned policy; summaries on client detail pages show effective targets and current compliance.
Open incidents and risks evaluate against the client's assigned policy. Timers display remaining time, warning states, and breach indicators on record detail pages and in SLA dashboard metrics on the Operations Command Center.
Policies can be named to mirror contract language—Standard MSA, Premium 24x7, Enterprise Gold—so staff assign the correct tier without interpreting abstract identifiers. A default policy optional designation speeds onboarding when most clients share the same tier.
Settings → Escalation complements SLA policies by notifying stakeholders when timers enter warning or breach states. Together they turn configured monitoring targets into visible operational signals rather than spreadsheet tracking.
Contracts often specify response expectations, but informal tracking in spreadsheets breaks down as portfolios grow. SLA policies encode those monitoring targets in Auroranexis so every incident and risk is measured consistently across account managers and regions. The platform tracks timers; it does not fulfill or guarantee legal contractual obligations.
Compliance visibility supports client QBRs, internal performance review, and escalation when teams approach breach thresholds. When leadership asks whether you met response targets last quarter, dashboard metrics and client SLA summaries provide operational records for that discussion.
SLA evaluation also feeds client health scores. Sustained breaches reduce health signals; consistent compliance contributes positively when other operational data is healthy. Accurate policy assignment is therefore both an operational monitoring and portfolio health practice.
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SLA policy configuration
| Concept | Description |
|---|---|
| Name | Label aligned with contract tier or service level name visible to staff. |
| Incident hours | Baseline incident targets where severity tiers do not override. |
| Risk hours | Baseline risk targets where severity tiers do not override. |
| Severity tiers | Response and resolution minutes for low, medium, high, and critical. |
| Default policy | Optional fallback suggested when assigning new clients. |
Assign a policy on the client detail page or during client creation. The effective policy drives all SLA evaluation for that client's incidents and risks. Changing assignment mid-contract updates evaluation for subsequent timer calculations; review open items after policy changes.
When clients dispute response times, incident creation timestamps, severity labels, and policy tier minutes in Settings → SLA provide the audit trail. Keep severity definitions in your internal playbook aligned with policy configuration.
A marketing agency defines Business Hours and Priority policies in Settings → SLA, assigns Priority to enterprise retainers with one-hour critical response, and reviews compliance monthly before client steering meetings. Breaches trigger account director follow-up documented in incident resolution notes.
An automation agency uses a single policy with aggressive critical tiers for production clients and a relaxed policy for sandbox accounts. Engineers acknowledge High risks within targets; delayed acknowledgment triggers warning states visible on client SLA summaries.
An MSP mirrors three MSA tiers—Standard, Plus, Premium—with distinct critical response minutes. Premium clients pair Premium policies with Settings → Escalation in-app notifications to owners, admins, and assignees. Portfolio dashboards compare breach rates across tiers each quarter.
A consultancy assigns lightweight policies with longer risk hours for advisory engagements, focuses SLA review on incident response for deliverable-blocking issues, and cites compliance trends in published quarterly reports for governance clients.
A global agency maintains region-specific policy variants under one workspace, restricts policy editing to owners, and exports compliance metrics for internal KPI reviews. Default policy accelerates onboarding for high-volume small-business accounts.
Common SLA policy issues
| Problem | Cause | Solution |
|---|---|---|
| No SLA shown for client | No policy assigned to client record | Assign a policy on the client detail page in SLA settings. |
| Unexpected breach on incident | Severity mismatch or wrong creation time | Confirm incident severity, creation timestamp, and tier minutes in Settings → SLA. |
| Timers differ between risk and incident | Separate targets per entity type in policy | Review incident hours, risk hours, and severity tiers in the assigned policy. |
| Cannot edit policies | Insufficient admin permissions | SLA management requires appropriate permissions; contact a workspace owner. |
| Escalation did not fire on breach |
SLA evaluation states
| State | Description |
|---|---|
| On track | Time remaining within defined targets for the record severity. |
| Warning | Approaching deadline; review workload and notify owner if needed. |
| Breached | Target exceeded; follow escalation playbook and document response. |
| Escalation rules misconfigured |
| Verify rules in Settings → Escalation reference correct severity and SLA states. |
| Policy change did not update open timers | Evaluation uses assignment at record lifecycle points | Review open incidents and risks after policy changes; create new records to confirm new targets. |
| Compliance percentage seems low portfolio-wide | Unassigned clients or misclassified severity | Audit client assignments and train staff on severity cheat sheet aligned to policies. |
