কনটেন্টে যান

SLA System

Service Level Agreement monitoring and automated approval system for ISP operations.

System Overview

flowchart TD
    A[Ticket Created] --> B[SLA Timer Starts]
    B --> C{Tier Level}
    C -->|Priority 1| D[1 Hour SLA]
    C -->|Priority 2| E[4 Hour SLA]
    C -->|Priority 3| F[24 Hour SLA]

    D --> G{Response Time}
    G -->|Met| H[Green Status]
    G -->|Missed| I[Red Alert]

    style H fill:#c8e6c9
    style I fill:#ffcdd2

Features

  • Automated Monitoring: Real-time SLA tracking
  • Escalation Alerts: Automatic escalation when SLA at risk
  • ERP Integration: Auto-approval based on SLA compliance

Components

Component Description
SLA Classifier Categorizes tickets by SLA tier
ERP Approval Automated approval workflow
Dashboard Real-time monitoring interface