Cases Exceeded SLA 

Case Summary:
When a case exceeds its defined SLA (Service Level Agreement), it must be flagged as critical to ensure swift attention and escalation. This SOP outlines the steps required to update the case priority, notify relevant teams, and escalate without delay.

Steps for Resolution:

1. Identify SLA-Exceeded Cases:

• Open the case in Dynamics 365 CRM.

• Check the "Created On" timestamp and compare it with the SLA duration to determine if it has been exceeded.
  
  

2. Update the Priority Field:

• Locate the Priority field at the top of the case form.

• Change the value to Critical.

• This step is essential for alerting the L2 team to prioritize the case appropriately.
  
  
  

3. Post in Urgent Slack Channel:

• Share the Case Number and Policy Number in the #l2-urgent-cases

• There is no need to brief the case or add further context unless specifically requested.

Important Notes:

• This process applies only to cases that have already breached SLA.

• Do not mark cases that are still within SLA timelines as critical.

• Avoid including customer names, contact details, or personal data in Slack communications—case and policy numbers are sufficient.

• The escalation ensures quicker handling by the L2 team and relevant ICs without requiring additional case briefing.