Auroranexis

SLA policies define response and resolution expectations for incidents and risks. Configure policies in Settings → SLA, 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 meets contractual obligations.

Overview

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 convert contractual commitments into visible operational signals rather than spreadsheet tracking.

Purpose

Contracts specify response expectations, but informal tracking in spreadsheets breaks down as portfolios grow. SLA policies encode those commitments in Auroranexis so every incident and risk is measured consistently across account managers and regions.

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 defensible answers.

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 a contractual and portfolio health requirement.

Core Concepts

Policy fields

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.

Client assignment

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.

Features

Create and edit policies in Settings → SLA → New policy.
Severity-specific response and resolution minutes per tier.
Default policy designation for streamlined new client assignment.
Per-client assignment on client detail pages.
SLA summary cards on client records with compliance metrics.
Timers on incident and risk detail pages with warning and breach states.
Dashboard metrics for breaches, warnings, and compliance percentage.
Integration with Settings → Escalation for automated notifications.
Separate incident and risk targets within the same policy.
Organization-scoped policy library shared across the workspace.
Health score integration when SLA violations occur.
Activity visibility in Operations Command Center portfolio views.
Role-based permissions for policy management versus assignment.
Support for multiple tiers across a heterogeneous client portfolio.

Step-by-step usage

Open Settings → SLA and review existing policies or create Settings → SLA → New policy.
Enter policy name aligned with contract language and define incident hours, risk hours, and severity-tier minutes.
Mark a default policy if most clients share the same service tier.
Assign the policy on each client detail page under SLA settings during onboarding.
Verify assignment on existing clients before logging new incidents or risks at scale.
Create or update incidents and risks normally—timers evaluate automatically from creation time.
Monitor SLA summary on client pages and address warning states before breach.
Configure Settings → Escalation rules for critical breach notifications if not already done.
Review breach incidents in weekly operations meetings with assigned responders.
Update policies when contracts renew or service tiers change; communicate changes to account teams.
Reference SLA compliance metrics in published client reports during QBRs.
Review monthly compliance trends in operational dashboards for portfolio-wide improvement.

Best Practices

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.

Mirror contract language in policy names—for example, Standard MSA or Premium 24x7.
Review policies when contracts renew or service tiers change.
Assign policies before logging incidents so timelines start correctly.
Pair SLA policies with escalation rules for high-value or critical clients.
Train staff to set incident and risk severity consistently—timers depend on accurate classification.
Use breach reviews to improve processes, not only to assign individual blame.
Document policy changes in internal release notes when tiers shift mid-year.
Compare compliance across tiers quarterly to validate pricing and staffing models.
Ensure on-call coverage matches Premium critical response targets.
Include SLA summary review in client owner weekly checklist.

Examples

Marketing agency

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.

AI automation agency

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.

MSP

An MSP mirrors three MSA tiers—Standard, Plus, Premium—with distinct critical response minutes. Premium clients pair Premium policies with Settings → Escalation paging on-call engineers. Portfolio dashboards compare breach rates across tiers each quarter.

Consultancy

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.

Enterprise deployment

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.

Troubleshooting

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

FAQ

Where do I configure SLA policies?: Open Settings → SLA from the dashboard settings area. Create, edit, and set default policies there; assign policies on individual client records.
Do all clients need the same policy?: No. Assign the policy that matches each client's contract. Use naming conventions that reflect tier differences for clarity.
What happens if no policy is assigned?: Incidents and risks still function, but SLA timers and compliance metrics do not evaluate until a policy is assigned to the client.
Can I change a client's policy mid-contract?: Yes. Update the assignment on the client detail page. New timers apply to subsequent evaluations; review open items after changing policies.
How does SLA relate to client health scores?: SLA violations reduce client health scores. Sustained compliance contributes positive signals when other operational data is healthy.
Do SLA policies apply to monitoring events?: SLA timers evaluate incidents and risks. Monitoring events escalate to incidents when client impact exists; timers then follow the assigned client policy.

Need help?

Contact support@auroranexis.com for onboarding support, billing questions, or product guidance. Include your workspace name, the module you are working in, and a brief description of your goal so we can respond efficiently.

Timer states

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.