New SLA Breach Alerts and Escalation Rules

New in FieldPulse 3.2: Proactive SLA Management

Service level agreements are only as good as your ability to monitor them. Starting today, FieldPulse includes configurable SLA breach alerts and automated escalation rules to help operations teams intervene before commitments are missed.

What is Covered

The new functionality addresses three operational gaps that were frequently reported through support channels and customer interviews:

• Alert fatigue reduction: Configurable thresholds prevent notification spam while surfacing genuine risks.
• Clear accountability: Escalation paths can be defined per SLA tier, ensuring the right role is notified at the right time.
• Audit readiness: All alert triggers and escalations are logged for compliance reporting.

Configuration Overview

SLA policies are managed under Settings > Service Level Agreements. Each policy supports:

1. Multiple alert thresholds (e.g., 75%, 90%, 100% of SLA target)
2. Recipient selection by user role or individual assignment
3. Notification channels: in-app, email, SMS
4. Escalation intervals and maximum escalation tiers

Escalation rules are evaluated sequentially. If an acknowledged alert is not resolved within the configured window, the next tier is automatically notified.

Integration with Existing Features

SLA monitoring draws from work order status timestamps and technician location data where available. For customers using the mobile app with location services enabled, estimated arrival times are factored into breach predictions.

Alert history is accessible via the Reports module and is included in the standard data export.

Known Limitations

The following scenarios are not yet supported and are documented for future release:

• SLA calculations based on customer-specific business hours (currently uses organization-wide settings)
• Custom escalation logic using external webhooks
• SLA suspension during technician breaks or travel

Configuration guidance is available in this troubleshooting article for common setup issues.

Availability

SLA breach alerts and escalation rules are included in FieldPulse 3.2 for all Professional and Enterprise tier accounts. No action is required to enable the feature; administrators will see the new menu option upon next login.

Questions regarding migration from third-party SLA tools can be directed to your Customer Success Manager or submitted through the standard support channel.