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An SLA is a promised timeline with a clock attached. SLA Management is where those clocks are set up, watched, and answered for. Its subtitle says it plainly: Track service-level agreements for Loans and Leads, and keep the team accountable to promised timelines.

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Getting to it

There’s no SLA row in the sidebar. The way in is the SLA Alerts card on the Dashboard:
  • Clicking the card opens SLA Management on its Tracking tab.
  • The gear on the card, labeled Open SLA management, opens it on its Settings tab.
The browser tab reads SLA Management. If someone sends you a link to a particular tab, such as Settings or Tracking, opening it takes you straight to that tab rather than the default view.
The Dashboard card is the entry point, not a settings window of its own. Clicking through takes you here rather than opening anything in place.

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What an SLA measures

There are two kinds of rule, and they anchor their clock to different things. A tracker runs from when it started to when it’s due, and reports one of four states: A breach simply means the due time passed without the tracker completing. Nothing else has to happen to trigger one.

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Dashboard

The Dashboard tab opens on Loans, with a Leads button beside it to switch. Four figures across the top count Total Active, On Track, At Risk and Breached, each with a line saying what it counts. Below them are two charts:
  • SLA Status Distribution, the share of active trackers by state. It reads No SLA records yet. when there’s nothing to plot.
  • Loans by Stage, or Leads by Stage, showing Where active SLAs are concentrated right now. It reads No stage data. when it has nothing.
The dashboard refreshes itself about every minute.

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Rules

The Rules tab holds the stage based rules. The card is titled Stage-based SLA rules and explains itself: Loans are measured against the most specific matching rule for their stage. A blue line under the heading spells out the order of priority, most specific first: Stage + Lender + LO then Stage + Lender then Stage + LO then Stage only The table shows Stage, Scope, Days, Biz days and Enabled. A rule with no lender and no officer reads Base (all loans) under Scope. The Biz days column reads Biz only or Calendar.

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Adding and editing a rule

Add rule opens Add SLA rule, and the pencil on a row opens Edit SLA rule. The dialog explains the scoping: leave lender and loan officer empty to target all loans in this stage, or scope the rule to specific lenders or officers. The switch in the Enabled column turns a rule off without deleting it. The trash icon asks you to confirm by naming the stage, then removes it. Both save immediately and confirm with SLA rules updated.

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Built-in fallback defaults

Under the table sits Built-in fallback defaults, a second card explaining that When no company rule matches a stage, the system uses these defaults. Each has an Add button that copies it into your own rules so you can adjust it.
Adding and editing rules is administrators only. Everyone else sees the table, the scopes, the thresholds and the priority order, but no Add rule button, no pencil, no trash icon, and the enabled switches are locked.

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Tracking

The Tracking tab is the live list of clocks. It opens on Loans, with a Leads button beside it, and five filters: Active, Breached, Completed, All and History. Alongside them are a search box, Search borrower, loan ID, or stage…, and a sort offering Most Critical First, Newest and Oldest. Each row carries:
  • The borrower or lead name, as a link through to the record, with the loan reference beside it.
  • A status label, and an Acknowledged label where somebody has already picked it up.
  • The stage, for a stage rule, or the rule name for an event rule, then the loan officer and the lender.
  • A progress bar colored by state.
  • The time remaining, written as d h left or d h overdue, with the due date underneath.
The list refreshes itself about every minute. An empty list reads No SLA records match these filters.

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Acknowledging

Acknowledge appears on any row that isn’t already acknowledged and isn’t completed. It marks the tracker as picked up, which is what puts the Acknowledged label on it and what the digest counts under acknowledged items.
Acknowledging isn’t the same as fixing. It just records that somebody has seen the breach. The clock keeps running and the tracker stays breached until the work behind it is done and the loan moves on.

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What actually happens on a breach

Leaf360 doesn’t stop a loan, block a status change, or reassign anybody when a timer breaches. What it does is surface it:
1

The tracker turns Breached

It picks up the red label and moves under the Breached filter on Tracking.
2

The counts move

The Breached figure on the SLA dashboard rises, and so does the SLA Alerts figure on the CRM Dashboard.
3

Alerts go out

In-app and email alerts fire, to whoever has opted in and is in scope. See below.
4

Somebody acknowledges it

Which records that it’s been picked up, and nothing more.

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Settings

The Settings tab holds two things: the event rules, and the notifications.

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Event based SLA rules

The card is titled Event-based SLA rules and describes itself as Timers anchored to activity events (e.g. Speed to Lead, Application Follow-Up). Leads use event rules; loans may optionally use them too. Each rule has a switch, a threshold, a Unit of Minutes, Hours or Days, and an Entity of Lead or Loan. The form at the bottom adds one, taking a Rule name, an optional Description, a Threshold, a Unit and an Entity. Nothing here is saved until you press Save changes, and that button only appears once you’ve changed something, and only for administrators. An empty card tells you there are no event SLAs yet and points at the form below.

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Notifications

Two cards, and they behave differently. Company-wide notification defaults is administrators only and is Off by default. It carries in-app and email switches, the digest settings, and Default recipients, checked from Assigned LO, Processor and Admins. Its save button reads Save defaults. My preferences is yours, and is also off until you opt in. It overrides the company defaults. It carries:
  • In-app and Email switches.
  • Alert scope, checked from My loans (loans where you are LO or processor), My leads (leads you own) and, for administrators only, All company.
  • Alert on, with separate At-risk and Breached switches, so you can get the breaches without the warnings.
If you’re getting no SLA alerts at all, that’s the default rather than a fault. Both cards ship off. Turn a channel on under My preferences and check at least one scope.

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The digest

Both cards carry the same digest editor: A preview button next to it opens Company digest preview or My digest preview, which builds the digest against your real data so you can see what would land before you commit to a cadence.

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Recalculate

A Recalculate button sits at the top right of the screen for administrators. It re-checks every tracker and reports back with the number of loans and leads it worked through. Use it after changing thresholds, so the states on Tracking reflect the new rules rather than the old ones.

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Common problems

It’s not there. Go through the SLA Alerts card on the Dashboard, or the gear on that card for the Settings tab.
There’s no rule matching its stage, and no fallback default covers it either. Open Rules and check the stage, then check the rule is enabled.
The most specific one wins. Stage plus lender plus officer beats stage plus lender, which beats stage plus officer, which beats stage on its own.
Stages come from your Loan Status settings. Add the status there first; see Pipeline Stages.
Press Recalculate at the top of the screen. It re-checks every tracker against the current rules.
Acknowledging only records that somebody saw it. The tracker clears when the loan actually moves on.
Both notification cards ship off. Under My preferences, set the channels, narrow Alert scope, and turn At-risk off if you only want breaches.