SLA Triage Pocket Cards
Recall the core distinctions that keep SLA triage honest.
Priority vs visibility Do not corrupt the clock Use both when needed: honest priority plus elevated visibility. “Just escalate me to the top.” Customer asks for P1 despite limited impact. Your line I can raise visibility immediately. Priority changes when impact or urgency crosses the P1 threshold; here is the trigger I will watch. Changing priority just to lower tension. It offers action while preserving SLA integrity. Minimum internal escalation note? Evidence, impact, ask, deadline. These four fields let the next owner act without rediscovery. Pending customer vs internal escalation Do not pause customer promises because an internal team is…
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