Escalating SLA Breaches to Vendor SLA Associate

Purpose

To ensure any SLA breach by a vendor is quickly identified, documented, and sent to the Vendor SLA Associate for action, avoiding delays and repeated violations.

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Who Does What

• CX Team: Creates SLA breach ticket and sends Order ID to Vendor SLA Associate.

• Vendor SLA Associate: Investigates, takes action on vendor, updates ticket.

• Ops Manager: Monitors repeat breaches and decides if vendor should be held, fined, or terminated.

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When to Escalate

Escalate when a vendor:

• Delays pickup beyond SLA time.

• Fails order without valid proof.

• Changes price without following requote process.

• Does not respond to assigned lead.

• Delays payment without reason.

• Shows poor service behavior.

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Steps

Step 1: CX Team Action

1. Receive complaint from customer or identify breach during order monitoring.

2. Create SLA Violation Ticket in CX Genie with:

   • Order ID

   • Customer Name & Contact

   • Vendor Name

   • Breach Type (Pickup Delay, Payment Delay, Improper Fail, etc.)

   • Short description of issue.

    

3. Assign ticket to Vendor SLA Associate.

Step 2: Vendor SLA Associate Investigation

4. Open Admin Panel → Check:

   • Order history & timestamps

   • Vendor’s reason or proof for action taken

   • SLA rules for that type of breach

5. Decide:

   • Vendor at fault → Issue SLA penalty (credit deduction, warning, hold, or block).

   • Vendor not at fault → Close ticket with reason.

   • Order needs continuation → Reassign to another vendor.

Step 3: Update & Close

6. Add action taken in CX Genie ticket notes.

7. Change ticket status to Resolved once action is complete.

8. CX Team updates customer if needed.

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Quick SLA Breach Action Table

Breach Type	Vendor Action	SLA Response
Pickup delay	Vendor late without informing	Warning / Credit Deduction
Improper Fail	Failed order without proof	Reject Fail + Warning
Price change	No requote done	Warning + Reverse
Payment delay	No valid reason	Approve Fail + Process Payment
No response	Ignored lead	Warning + Possible Hold