> ## Documentation Index
> Fetch the complete documentation index at: https://help.leaf360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Management

> Service level agreements in Leaf360 Mortgage CRM: what an SLA measures, when a timer breaches, what happens next, and how to set the rules and the alerts.

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.**

## Getting to it

There's no SLA row in the sidebar. The way in is the **SLA Alerts** card on the [Dashboard](/mortgage-crm/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.

<Note>
  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.
</Note>

## What an SLA measures

There are two kinds of rule, and they anchor their clock to different things.

| Kind            | What starts the clock                                                     | Which records                  |
| --------------- | ------------------------------------------------------------------------- | ------------------------------ |
| **Stage based** | A loan arriving in a stage                                                | Loans                          |
| **Event based** | An activity event, for instance speed to lead or an application follow up | Leads mainly, loans optionally |

A tracker runs from when it started to when it's due, and reports one of four states:

| State         | What it means             |
| ------------- | ------------------------- |
| **On Track**  | Comfortably within SLA    |
| **At Risk**   | Approaching the threshold |
| **Breached**  | Past due                  |
| **Completed** | The clock stopped in time |

A breach simply means the due time passed without the tracker completing. Nothing else has to happen to trigger one.

## 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.

## 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**.

### 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.

| Field                        | What it takes                                                                                                  |
| ---------------------------- | -------------------------------------------------------------------------------------------------------------- |
| **Loan stage**               | One of your company's loan stages. The dialog notes that **Stages are pulled from your Loan Status settings.** |
| **Lenders (optional)**       | A searchable multi select. Empty applies to **any** lender                                                     |
| **Loan Officers (optional)** | A searchable multi select. Empty applies to **any** loan officer                                               |
| **Threshold (days)**         | The number of days allowed in the stage                                                                        |
| **Days counted**             | A **Business days only** switch. Off counts calendar days                                                      |
| **Rule enabled**             | Whether the rule runs at all                                                                                   |

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**.

### 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.

<Note>
  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.
</Note>

## 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 **{n}d {n}h left** or **{n}d {n}h overdue**, with the due date underneath.

The list refreshes itself about every minute. An empty list reads **No SLA records match these filters.**

### 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.

<Warning>
  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.
</Warning>

## 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:

<Steps>
  <Step title="The tracker turns Breached">
    It picks up the red label and moves under the **Breached** filter on Tracking.
  </Step>

  <Step title="The counts move">
    The **Breached** figure on the SLA dashboard rises, and so does the **SLA Alerts** figure on the CRM [Dashboard](/mortgage-crm/dashboard).
  </Step>

  <Step title="Alerts go out">
    In-app and email alerts fire, to whoever has opted in and is in scope. See below.
  </Step>

  <Step title="Somebody acknowledges it">
    Which records that it's been picked up, and nothing more.
  </Step>
</Steps>

## Settings

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

### 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.

### 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.

<Note>
  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.
</Note>

### The digest

Both cards carry the same digest editor:

| Setting             | Options                                                                                                                                                         |
| ------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Email cadence**   | **Real-time (send immediately)**, **Daily digest**, **Weekly digest**                                                                                           |
| **Timezone**        | The US zones plus UTC                                                                                                                                           |
| **Day of week**     | Weekly digests only                                                                                                                                             |
| **Send time**       | The hour and minute it goes out                                                                                                                                 |
| **Digest contents** | **Breached SLAs**, **At-risk SLAs**, **Top offenders**, **By stage**, **By loan officer** (administrators only), **Acknowledged items**, **Recently completed** |

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.

## 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.

## Common problems

<AccordionGroup>
  <Accordion title="I cannot find SLA in the sidebar">
    It's not there. Go through the **SLA Alerts** card on the Dashboard, or the gear on that card for the Settings tab.
  </Accordion>

  <Accordion title="A loan has no SLA at all">
    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.
  </Accordion>

  <Accordion title="Two rules could apply and I am not sure which won">
    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.
  </Accordion>

  <Accordion title="The stage I want is not in the rule dropdown">
    Stages come from your Loan Status settings. Add the status there first; see [Pipeline Stages](/mortgage-crm/pipeline-stages).
  </Accordion>

  <Accordion title="I changed a threshold and nothing on Tracking moved">
    Press **Recalculate** at the top of the screen. It re-checks every tracker against the current rules.
  </Accordion>

  <Accordion title="I acknowledged a breach and it is still breached">
    Acknowledging only records that somebody saw it. The tracker clears when the loan actually moves on.
  </Accordion>

  <Accordion title="I get no alerts, or too many">
    Both notification cards ship off. Under **My preferences**, set the channels, narrow **Alert scope**, and turn **At-risk** off if you only want breaches.
  </Accordion>
</AccordionGroup>

## Related

* [Loans](/mortgage-crm/loans)
* [Pipeline Stages](/mortgage-crm/pipeline-stages)
* [Dashboard](/mortgage-crm/dashboard)
* [Notifications](/mortgage-crm/notifications)
* [Leaf360 Mortgage CRM](/mortgage-crm/overview)