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SLA Breach Tracker

SLA Breach Tracker

Monitor and manage service level agreement violations across all tickets

Critical SLA Alert

3 tickets are approaching SLA breach in the next 30 minutes. Immediate attention required.

Total SLA Breaches

12

25% from last week

Critical Breaches

4

33% requiring escalation

Avg Time to Breach

6.8h

1.2h improvement

Breach Resolution Rate

78%

8% this month

SLA Breach Trends

Breaches by Organization

Risk Assessment Matrix

Quick Filters

Real-time SLA Alerts

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Approaching Breach

3
EDC-T-2508 - Ministry of Education
28 minutes remaining
EDC-T-2507 - Department of Health
45 minutes remaining

Recently Breached

2
EDC-T-2504 - Ministry of Health
Breached 14h ago
EDC-T-2503 - Finance Ministry
Breached 8h ago

Critical Escalation

4
EDC-T-2504 - Ministry of Health
Critical priority
EDC-T-2501 - Department of ICT
High priority

SLA Breach & At-Risk Tickets

Show only breached
Ticket ID
Organization Zone ISP Priority SLA Status Time to/since Breach Assigned Engineer Actions
EDC-T-2504 Ministry of Health Dhaka South Robi Axiata Critical SLA Breached 14h 23m ago Nasreen Khan
EDC-T-2503 Ministry of Finance Dhaka Central BanglaLink High SLA Breached 8h 15m ago Farid Ahmed
EDC-T-2508 Ministry of Education Chittagong North GrameenPhone High At Risk 28m remaining Mahfuzur Rahman
EDC-T-2507 Department of Health Sylhet BTCL Medium At Risk 45m remaining Rafiqul Islam
EDC-T-2502 Department of Agriculture Rajshahi Robi Axiata Medium SLA Breached 3h 42m ago Unassigned
EDC-T-2506 Ministry of Transport Chittagong South BanglaLink Medium At Risk 1h 15m remaining Nasreen Khan
Showing 1 to 6 of 24 SLA breach/at-risk tickets

SLA Breach Details

EDC-T-2504

SLA Breached

Ministry of Health - Dhaka South

Critical SLA Breach

Exceeded by 14h 23m
Opened: Jun 03, 15:12 Deadline: Jun 03, 19:12
Immediate escalation required

Escalation Timeline

SLA Breach Occurred

Jun 03, 19:12

Automatic escalation triggered

Management Notified

Jun 03, 19:15

Senior management alert sent

ISP Escalation

Jun 03, 20:30

Escalated to Robi Axiata management

Impact Assessment

Service Impact

Critical

Affected Users

~500 staff

Business Impact

High

Financial Impact

$2,400/hour

Impact Description

Complete network outage affecting healthcare operations, emergency response systems, and patient data access. Critical impact on public health services.

Resolution Actions

Technician Dispatched

On-site technician with replacement parts - ETA 30 minutes

Backup Connection

Temporary 4G backup being configured - 15 minutes

Root Cause Analysis

Pending - to be completed after resolution

Recent Communications

Manager

Rashida Begum (ISP Manager)

Jun 04, 08:45

Our senior technician is now on-site with replacement hardware. We expect full resolution within the next hour. Sincere apologies for the extended outage.

Admin

Robert Chen (EDC Admin)

Jun 04, 07:30

This breach has exceeded acceptable limits. We need immediate resolution and a comprehensive action plan to prevent future occurrences. SLA penalties will be assessed.