Escalation and breach handling

SummitPSA continuously evaluates each tracked ticket against its SLA due dates and surfaces a clear status so your team can react.

SLA statuses

For the resolution target, every ticket resolves to one of these states:

• OK — the deadline is comfortably in the future.
• Warning — less than 2 hours remain until the resolution deadline.
• Breached — the deadline has passed (or, for a closed ticket, was missed).
• Met — the ticket was resolved or closed within target.
• No SLA / none — the ticket is on the No SLA policy or has no due date.

Response targets are tracked the same way, with a warning threshold of 1 hour and a met state once a first response is recorded.

Pausing the clock

Ticket statuses can be configured to pause the SLA clock (for example, while waiting on the customer). Paused time is tracked so it does not count against the target. A status can also be marked as one that resolves the ticket, which stops the countdown and records whether the target was met.

Where breaches show up

• Dashboards and ticket lists display each ticket's live SLA status badge, including a percentage-elapsed indicator.
• Reports → SLA & Quality reports met vs. breached counts and compliance percentage, including breakdowns by priority and overdue/breaching-soon views.

SummitPSA does not currently perform automated, time-based SLA escalations (such as auto-reassigning or emailing on breach). Breach handling is driven by the visible status flags and reports above; act on warning and breached states using your normal workflow.