Design a review queue SLA
Design review queue SLA lanes that account for severity, age, capacity, and escalation timeout.
Design SLAs for a moderation queue where high-severity items cause harm quickly but low-risk false alarms are abundant. Risk-weighted queue SLA One average review time makes the dashboard look healthy while the most harmful cases age. Define lanes Critical harm, standard policy review, and low-risk audit are separate lanes. Different harm curves need different clocks. Set target age Critical: acknowledge in 15 minutes, decide in 45. Standard: decide in 4 hours. Low-risk audit: by end of day. The SLA reflects consequence, not equal treatment of all tickets. Add escalation timeout If a critical case is unowned after 15 minutes, notify…
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