SLA Configuration
Service Level Agreement rules, thresholds, and compliance tracking
| Process Name | Target Time | Alert At | Escalation | Escalation Contact | Status | Actions |
|---|---|---|---|---|---|---|
| Claims Adjudication | 30 days | 75% (22.5 days) | 28 days | billing@eklotho.com | ||
| Auth — Urgent | 24 hours | 75% (18 hr) | 22 hours | auth-urgent@eklotho.com | ||
| Auth — Routine | 72 hours | 80% (58 hr) | 68 hours | auth-team@eklotho.com | ||
| Grievance Resolution | 30 days | 80% (24 days) | 28 days | grievances@eklotho.com | ||
| Appeal Resolution | 60 days | 75% (45 days) | 55 days | appeals@eklotho.com | ||
| Credentialing | 60 days | 80% (48 days) | 55 days | credentialing@eklotho.com |
Current Performance vs SLA
Claims Adjudication96.2%
Avg processing: 18 days / 30 day target
Auth — Urgent98.1%
Avg processing: 14 hours / 24 hour target
Auth — Routine87.4%
Avg processing: 61 hours / 72 hour target — Needs attention
Grievance Resolution93.8%
Avg processing: 24 days / 30 day target
Appeal Resolution78.2%
Avg processing: 54 days / 60 day target — Breach risk
Historical SLA Compliance — Last 12 Months
SLA Breach Alert Configuration
Email Notifications
Send email to escalation contacts when SLA threshold reached
In-App Notifications
Show dashboard alert banners for active SLA breaches
Escalation Chain
Automatically escalate to supervisor after 2 failed alerts
SMS Alerts (Critical Only)
Send SMS to on-call team for critical SLA breaches (Urgent Auth)