SLA and Escalation Rules
| Title: SLA and Escalation Rules |
Version: 1.0 |
Owner: [TENANT_CONFIGURATION_REQUIRED — HR Operations] |
Status: Draft |
Last reviewed: 2026-09-07 |
Next review: [TENANT_CONFIGURATION_REQUIRED] |
Reviewers: HR Operations, Product |
Purpose and scope
Defines default SLA targets per workflow stage and the escalation path when an SLA is breached. All values below are configurable defaults in config/defaults/workflow.default.yaml, overridable per tenant/business unit/grade.
Default SLA targets (illustrative — [TENANT_CONFIGURATION_REQUIRED])
| Stage |
SLA target |
Escalation trigger |
Escalates to |
| TAN approval |
2 business days |
SLA breached |
Requester’s manager + HR Approver reminder |
| AI matching to recommendation review |
1 business day |
SLA breached |
Recruiter reminder |
| Shortlist approval |
2 business days |
SLA breached |
HR Approver’s manager |
| Interview scheduling |
3 business days from shortlist approval |
No slot confirmed |
Recruiter + Hiring Manager reminder |
| Interview feedback submission |
1 business day post-interview |
Feedback missing |
Panelist reminder, then recruiter escalation |
| Final selection approval |
3 business days |
SLA breached |
HR Approver’s manager |
| Offer approval |
2 business days |
SLA breached |
HR Approver’s manager |
| Candidate offer response |
Configurable per offer (default 5 business days) |
Expiry |
Auto-transition to Expired, notify recruiter |
| Green Form submission |
7 calendar days from issuance |
Expiry |
Reminder at day 3 and day 6, then recruiter escalation |
| Verification turnaround |
3 business days |
SLA breached |
HR Operations lead |
| Discrepancy re-upload window |
5 calendar days per request, max 3 cycles (configurable) |
Max cycles exceeded |
Auto-escalate to HR Approver for exception decision |
| Employee conversion approval |
2 business days after gate check passes |
SLA breached |
HR Approver’s manager |
Escalation mechanics
- Each SLA is tracked as a timer attached to the relevant workflow state (see workflow-state-machine.md).
- Breach triggers a notification per notification-catalog.md, not an automatic state change (except explicitly listed auto-transitions like offer expiry).
- Repeated breach (configurable threshold) triggers escalation to the next role in the tenant’s escalation chain (
config/tenants/sample-tenant.yaml).
- All escalations are logged for reporting (see metrics-slos-and-alerts.md).
Configurable items
SLA durations, business-day calendars, reminder cadence, max discrepancy cycles, and escalation chains are all tenant-configurable. Defaults must remain conservative (i.e., not silently auto-approve or auto-reject on breach).
Risks and open questions
- Whether SLA breach on discrepancy cycles should ever auto-close a discrepancy: no — always requires HR approval per human-approval-matrix.md; breach only forces escalation, never auto-resolution.
- Regional holiday calendars for business-day calculation — [TENANT_CONFIGURATION_REQUIRED].
Change control
| Version |
Date |
Author |
Change |
| 1.0 |
2026-09-07 |
Documentation package generation |
Initial creation |