Can I escalate the violation of an SLA?

Yes, you can configure the escalation of a Service Level Agreement (SLA) violation while setting up the SLA.
Follow these steps to configure alerts for SLA violation:

1. Click your display picture on the top right corner of the screen.
2. Click Settings.
3. Select SLA Policies under Support.
4. Click +Add Customer SLA.
5. Enter the details such as SLA name, operational hours, etc.
6. Set the first response and resolution limits under Set SLA Targets.
7. Enable the Escalation checkbox to configure an escalation email for SLA violation.
8. Configure escalation emails under Configure Escalation Emails (on Violation) by entering the following details:
   • Users: Users who must be sent the escalation email after an SLA violation
   • If not Resolved: When the escalation email must be sent - if a case is not resolved within certain minutes, hours, or days after the SLA violation
   • Email Template: Template that must be used to send the escalation email
9. Click Save.

Note: The Configure Escalation Emails (on Violation) block appears only when you enable the Escalation checkbox under Set SLA Targets.