Monitors SLA clocks on tier-2 cases and intervenes before breach.
Activation complexity
Medium
Time to activate
10-14 days
Volume share
100% of tier-2 tickets monitored
Impact range
Down 20-40% in 60 days
Inherited pricing
€1.20 – €3.50 per tier-2 case handled
This capability shares the Senior Support Specialist's metered unit. A tier-2 case handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
SLA Protection watches every open tier-2 case, tracks time-to-first-response and time-to-resolution against policy, and takes the next best action — draft reply, escalate, or flag — before the SLA clock turns red.
Workflow summary
Monitors clock, predicts risk, acts or flags, logs rationale.
Stages
Decision logic
Uses SLA thresholds, case-complexity signals, and tier to decide between direct action, escalation, or flag-for-review.
Systems and data
{"help desk",CRM,"policy library"}
{"SLA policy","ticket state","customer tier","prior actions"}
Exceptions & human handoff
Ambiguous SLA states or policy-conflicting tickets route to the senior-support owner.
SLA conflict with policy, unresolved customer response, or VIP-tier ticket approaching threshold.
Readiness
SLA policy documented, tier definitions agreed, senior-owner escalation path clear.
Owner on client side · Head of Support
Impact contribution
40-55% of the role's risk reduction comes through SLA-protection automation.
Primary KPI · SLA breach rate · Down 20-40% in 60 days
The chat opens with Senior Support Specialist and SLA Protection pre-selected. You can add other capabilities during the conversation.