SLA Compliance Widget #
The SLA Compliance widget shows what percentage of service requests are meeting their defined SLA targets.
What DMSI Service Management Adds
SLA templates and compliance tracking are entirely new to this extension. Core has no SLA concept. This widget is the primary real-time indicator of service level performance.
What the Widget Shows #
The widget displays:
| Metric | Description |
|---|---|
| Overall Compliance Rate | Percentage of requests in the current period that met both response and resolution SLA targets |
| Response SLA | Percentage meeting the first-response time target |
| Resolution SLA | Percentage meeting the full resolution time target |
| Active Breaches | Count of currently open requests that have already breached their SLA |
How SLA Compliance Is Calculated #
The SLA Compliance background job runs every 15 minutes and evaluates all open requests against their assigned SLA template. A request breaches its SLA when:
- Response breach: No staff response recorded within the SLA template’s response target (in minutes)
- Resolution breach: Request not resolved within the SLA template’s resolution target (in minutes)
Business hours configuration on the SLA template determines whether elapsed time is counted only during business hours, or on a 24/7 basis.
What Triggers a Breach Alert #
When the SLA Compliance job detects a breach, it fires the dmsi_sm_sla_breach WordPress action hook. This hook triggers the escalation-notification email to the configured escalation recipients.
Compliance Rate Interpretation #
A compliance rate below 90% across all requests typically indicates a systemic issue — either staffing, SLA targets set too aggressively, or a backlog of difficult requests. Individual breach counts help distinguish between isolated exceptions and systemic patterns.