How to Escalate a Repeated SLA Violation

✅ Purpose:

To track, escalate, and take action against vendors repeatedly violating Cashkr’s Service Level Agreements (SLAs), ensuring quality and consistency in customer experience.

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📌 What Qualifies as an SLA Violation:

• ❌ Delayed pickup

• ❌ Improper or unjustified order failure

• ❌ Missed payout or wrong payout amount

• ❌ No response to lead within expected time

• ❌ Lack of timely communication or rescheduling

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🪜 Step-by-Step Process:

📊 Step 1: Monitor Weekly SLA Count

1. Track SLA performance through:

   • Admin Panel logs

   • CX Genie ticket history

   • Lead assignment and order flow timing

    

2. If >5 violations in 7 days, flag the vendor for escalation.

⚠️ Step 2: Log the Escalation

1. Go to CX Genie → Create New Ticket

2. Use the following title format:

   [SLA Escalation] VendorName – Week of [Date]

3. Include:

   • Vendor ID & Name

   • Date range

   • Violation types (with Order IDs)

   • Screenshots or proof (if available)

    

4. Tag: #vendor_sla and assign to: Ops Manager/Vendor Head

 

📧 Step 3: Notify Internal Teams

Alert via Slack/Email:

“Vendor [Name] has crossed SLA limit (6 violations this week). Escalation ticket created on CX Genie.”

🛠️ Step 4: Action Based on Review

Violation Pattern	Action
First-time offender	🔔 Issue warning + credit fine (e.g., 10–20 credits/order)
Repeat within same month	⛔ Put on 24–72 hr Hold (Max Leads = 0)
3+ Escalations in 45 days	❌ Vendor Termination via admin panel

 

📝 Step 5: Update Resolution in CX Genie

Once action is taken:

1. Add internal comment in ticket:

   “Vendor fined 60 credits and put on 48 hr hold – repeated SLA violation across 6 orders this week.”

2. Mark ticket as Resolved

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🚦 Notes:

• SLA resets every Monday

• Patterns of failure are reviewed quarterly to detect chronic underperformers