SLA and priorities

Every request has a target handling time based on its topic. Breaches are flagged and reported.

Steps

1. Health — 1 hour.
2. Apartment issue — 24 hours.
3. Employment — 2 days. Equipment request and Other — 3 days. Housing transfer — 7 days.
4. An "Urgent / critical" request gets Urgent priority and a 30-minute SLA.
5. Breaches appear on the dashboard ("SLA breaches", "SLA compliance"), and a daily check alerts coordinators.

Related guides

• Handling a service requestUpdate the status, message the worker and add internal notes.
• The dashboardA one-click overview: requests, SLA, employees, housing and documents.

All guides