SLA breach alerts by email, Slack and Teams
A report tells you about a breach after the month ends. An alert tells you while there is still time to act. Metproof warns you when a ticket becomes at risk, and again if it breaches.
At risk, then breached
Every ticket moves through clear states. On track means plenty of time. At risk means the deadline is close. Breached means it has passed on an open ticket. Alerts are sent on the move to at risk and to breached, so the first message arrives before the promise is broken.
Where the alerts go
- Email, on every plan.
- Slack and Microsoft Teams, from the Team plan, so the warning lands where the team already works.
Alerts you can live with
- The check runs every 5 minutes, and tickets that changed since the last check arrive together in one email, not one per ticket.
- Alerts are sent only during the client’s business hours, so nobody is woken up for a ticket whose clock is not running.
- Tickets waiting on the client are paused and do not trigger alerts.
Works with the board
The same states appear on a live board, sorted by the tickets closest to breaching, and on a TV screen if you want the team to see it. Everything feeds the client SLA reports, so what you act on during the month is what you can show at the end of it.